Design the right thing, then design the thing right - Ben Stewart - UX Café May '13

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Information about Design the right thing, then design the thing right - Ben Stewart - UX...

Published on May 31, 2013

Author: uxcafelondon

Source: slideshare.net

Design the right thing,then design the thing right– UX Tools & Techniques in only 5 slides**some slides may contain multiple pages@yousability - UX Café May 2013 - Slide 1

The service: staying in a hotelExample and images courtesy of @everythingiknow (Rory Hamilton – Service Design guru)@yousability - UX Café May 2013 - Slide 2

The service: staying in a hotelExample and images courtesy of @everythingiknow (Rory Hamilton – Service Design guru)@yousability - UX Café May 2013 - Slide 2

The service: staying in a hotelExample and images courtesy of @everythingiknow (Rory Hamilton – Service Design guru)@yousability - UX Café May 2013 - Slide 2

The service: staying in a hotelExample and images courtesy of @everythingiknow (Rory Hamilton – Service Design guru)@yousability - UX Café May 2013 - Slide 2

Touchpoint Discover Engage Use Help Develop LeaveFront desk Walk past Book Check in Ask Check outRoom Sleep RenovateLoyalty card Member RewardsWebsite Book DirectionsPhone Book CallEmail Book AdviceTripadvisor Search Book Ratebooking.com Search BookSearch engine Search DirectionsWord of mouth Friends FriendsSocial media Posts Posts PostsGuide books ReviewsThe tool: Service design matrixTouchpoints mapped against stages in the user’s experience@yousability - UX Café May 2013 - Slide 3

Touchpoint Discover Engage Use Help Develop LeaveFront deskRoomLoyalty cardWebsitePhoneEmailTripadvisorbooking.comSearch engineWord of mouthSocial mediaGuide booksThe tool: Service design matrixFor segments/personas: leisure, business, retiredicons from http://thenounproject.com@yousability - UX Café May 2013 - Slide 3

Touchpoint Discover Engage Use Help Develop LeaveFront desk Walk past Book Check in Ask Check outRoom Sleep RenovateLoyalty card Member RewardsWebsite Book DirectionsPhone Book CallEmail Book AdviceTripadvisor Search Book Ratebooking.com Search BookSearch engine Search DirectionsWord of mouth Friends FriendsSocial media Posts Posts PostsGuide books ReviewsThe tool: Service design matrixFor analysing strengths and weaknesses of existing serviceor prioritising a epics in the backlog of a new service1 2311222312213221113223223111 3@yousability - UX Café May 2013 - Slide 3

Touchpoint Discover Engage Use Help Develop LeaveFront desk Walk past Book Check in Ask Check outRoom Sleep RenovateLoyalty card Member RewardsWebsite Book DirectionsPhone Book CallEmail Book AdviceTripadvisor Search Book Ratebooking.com Search BookSearch engine Search DirectionsWord of mouth Friends FriendsSocial media Posts Posts PostsGuide books ReviewsThe tool: Service design matrixFor showing cross platform journeys@yousability - UX Café May 2013 - Slide 3

Need to think aboutminimum viable service,NOT minimum viable product@yousability - UX Café May 2013 - Slide 4

Ben StewartTwitter @yousabilityLinkedIn http://www.linkedin.com/in/mrbenstewartThe endBefore you start todesign the thing right……make sure you’redesigning the right thing.@yousability - UX Café May 2013 - Slide 5

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