Presented at day 2 by Nick Remis and Izac Ross of the SF service jam

1. SAN FRANCISCO
GLOBAL SERVICE JAM 2014
Welcome to Day 2

2. SAN FRANCISCO
GLOBAL SERVICE JAM 2014
Research

3. GO OUT &
TALK TO
PEOPLE

4. or watch them
creepily from a
distance

5. or have them make
something

6. or a combination of
look, listen, and
make

7. before you go out to
do this…

8. have a few
questions or
objectives that you
want to answer…

9. have a few
questions or
objectives that you
want to answer…

10. embrace the novel
mindset to create
empathy

11. Types of questions to gather context and collect
Sequence “Describe a typical workday.”
Quantity “How many files would you lose when
that happens?”
Specific ex. “What was the last app you used?”
Exceptions “Can you tell me about a time when…”
Complete list “What are all the different apps you have
on your iphone?”
Relationships “How do you work with new vendors?”
Org. structure “Who do the people in that department
report to?”
Complete list “What are all the different apps you have
on your iphone?”
Relationships “How do you work with new vendors?”
Org. structure “Who do the people in that department
report to?”

12. Questions Tips: DOs
!
Leave it open ended. Use: Who, What,
Where, When, Why
!
Use close ended questions to control
pacing of the interview
!
Ask “why?” often
!
Focus on soliciting stories with your
questions

13. Questions Tips: DON’Ts
Ask pass/fail questions
!
Use leading questions. Such as: “Would you
be able to?” “Do you like?”
!
Ask for solutions: “How would you do...”
What color...”?

14. SAN FRANCISCO
GLOBAL SERVICE JAM 2014
Bodystorming

15. Brainstorming in action
You role play through your brainstorm leading to richer
discoveries.

16. Figure it out by trying it out
Using simple props and artifacts you go over the rough and fertile
patches making refinements in real time.

17. Usability it dead, it’s
about preformability

18. Refine closer to context
Services are highly affected by context and numerous other
outside elements. Bodystroming gets you closer to the unknowns.

19. Define the how
Focus on how things are unfolding, rather then the what.

20. Language and tone
Bodystorming is a rockstar at figuring out langue and tone.

21. SAN FRANCISCO
GLOBAL SERVICE JAM 2014
TRY MANY, NOT ONE
Don’t be literal
SAFE ZONE
YES, AND... SHOWING, NOT TELLING
Rules for storming

22. SAN FRANCISCO
GLOBAL SERVICE JAM 2014
Stormig mechanics
STORY + CHARACTERS
BOOM wow wow BOOM
EMBRACE CONTEXT
F.O.H/B.O.H
REHEARSE, REHASH, RECORD

23. SAN FRANCISCO
GLOBAL SERVICE JAM 2014
Let’s try it out quick
Redesigning a wash & fold cleaners.

24. SAN FRANCISCO
GLOBAL SERVICE JAM 2014
Refining your storm
Ad in more touchpoints and prototypes.

25. Get out there and storm
That’s all from us on storming.