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Service Design 5/16. Staging a Service Analysis

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Information about Service Design 5/16. Staging a Service Analysis
Design

Published on February 19, 2014

Author: mindcentric

Source: slideshare.net

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Service Design 5/16. Staging a Service Analysis, by Michael Eckersley, PhD
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5 Design for Services & Consumer Experiences ! ! Spring 2014 | Michael Eckersley, PhD 5. Staging a Service Design Analysis Design for services & experience

COURSE SCHEDULE Week Date READINGS/ EXERCISES/ VIDEOS LECTURE & DISCUSSION E TONIT Wk5 Feb 18 The Business of Crafted Experiences Staging Crafted Experiences Chapters 6-7: 153-208 Managing Process Chapters 2-4 (pp 15-64) Service Design and User Experience: Same or Different? Oliver King | Engine http://vimeo.com/23582440 ! NEXT Wk6 Feb 25 Staging a Service Design Analysis Chapters: 8. Performing to Form 9. Now Act Your Part Hugh Dubberly: A System Perspective on Design Practice https://vimeo.com/51132200 Exercise: Diagram the interaction flows in a coffee shop, a “customer journey” Study what goes on, who is served, how they’re served, what value is exchanged, created. Experientially, what is gained, what is lost? Design for services & experience

* Individual Assignments: Feb 18 Kate please summarize the high Chapter 6 points of: “Experience Economy” Callie please summarize the high Chapter 7 points of: “Experience Economy” Renee please summarize the high Chapter 2 points of: “Design For Digital Age” Cyrus please summarize the high Chapter 3 points of: “Design For Digital Age” Laura please summarize the high Experience: Same or points of: Service Design and User Different? Oliver King Design for services & experience

surprise! sacrifice! satisfaction Customer Surprise formula Customer Suspense formula what’s this guy teaching you? Intermission Chapter 6. Work is Theatre (Kate) Chapter 7. Performing to Form (Callie) Design for services & experience

Service Design in emergency waiting room: Transformator AB www.youtube.com/watch?v=3e2urSZUorc Design for services & experience

what’s this woman teaching you? 2. Assembling the Team (Renee) 3. Project Planning (Cyrus) 4. Research Fundamentals (Eckersley) Design for services & experience

Service Design and User Experience: Same or Different? Oliver King | Engine Laura http://vimeo.com/23582440 http://www.youtube.com/watch?v=rYKMSAEaDik © HumanCentered 2004, All Rights Reserved! Designing BUSINESS services !

https://vimeo.com/23582440 © HumanCentered 2004, All Rights Reserved! Designing BUSINESS services !

https://vimeo.com/23582440 © HumanCentered 2004, All Rights Reserved! Designing BUSINESS services !

https://vimeo.com/23582440 © HumanCentered 2004, All Rights Reserved! Designing BUSINESS services !

https://vimeo.com/23582440 © HumanCentered 2004, All Rights Reserved! Designing BUSINESS services !

https://vimeo.com/23582440 © HumanCentered 2004, All Rights Reserved! Designing BUSINESS services !

https://vimeo.com/23582440 © HumanCentered 2004, All Rights Reserved! Designing BUSINESS services !

https://vimeo.com/23582440 © HumanCentered 2004, All Rights Reserved! Designing BUSINESS services !

https://vimeo.com/23582440 © HumanCentered 2004, All Rights Reserved! Designing BUSINESS services !

https://vimeo.com/23582440 © HumanCentered 2004, All Rights Reserved! Designing BUSINESS services !

https://vimeo.com/23582440 © HumanCentered 2004, All Rights Reserved! Designing BUSINESS services !

SERVICE SAFARI © HumanCentered 2004, All Rights Reserved! Designing BUSINESS services !

http:// liveworkstudi o.com/tools/ servicesafari/ A service safari is an experiential field trip for teams to understand how services feel from the outside – as a customer. Visits are planned to experience services with specific tasks (diary keeping, challenges etc) designed to help participants pay attention to the qualities of the service and learn what makes a difference for customers. Service safaris are valuable ways to develop a first hand understanding of service qualities – often in parallel sectors. Safaris are often used in co-design projects with front line staff to help them step outside their every day tasks and see through customers’ eyes. Service safaris are also invaluable to design teams to document best practice in a specific industry. © HumanCentered 2004, All Rights Reserved! Designing BUSINESS services !

Design for services & experience

Design for services & experience

Design for services & experience

Design for services & experience

! Exercise: Diagram the interaction flows in a post office Study what goes on, who is served, how they’re served, what value is exchanged, created. What behavioral patterns can be modeled or diagramed What is gained, what is lost? Design for services & experience

) b ec usin on es om s, ics y ilit ib (v as ia bi lit y) (fe , gy lo g no rin ch ee te gin en Seek to understand and represent the US Post Office front stage service experience back stage services “curtain” front stage services customer experience (desirability) ! –Service System Design: Bridging the ‘Front Stage’ and ‘Backstage’, Glushko and Evenson, 2007 !25 Design for services & experience Confidential

Discuss point-by-point © HumanCentered 2007, All Rights Reserved! Interaction Design

http://visual.ly/world-without-post-office © HumanCentered 2007, All Rights Reserved! Interaction Design

5 Design for Services & Consumer Experiences ! ! Spring 2014 | Michael Eckersley, PhD 5. Staging a Service Design Analysis Design for services & experience

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