Service Design 6/16 - Service Systems and Design Perspective

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Information about Service Design 6/16 - Service Systems and Design Perspective
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Published on February 27, 2014

Author: mindcentric

Source: slideshare.net

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Service Design 6/16 - Service Systems and Design Perspective, by Michael Eckersley, PhS

6 Design for Services & Consumer Experiences ! ! Spring 2014 | Michael Eckersley, PhD 6. Service Systems and Design Perspective Design for services & experience

COURSE SCHEDULE Week Date READINGS/ EXERCISES/ VIDEOS LECTURE & DISCUSSION E TONIT Wk6 Feb 25 Staging a Service Design Analysis NEXT Wk7 Mar 4 Service Systems and Design Perspective Chapters: 8. Performing to Form 9. Now Act Your Part Hugh Dubberly: A System Perspective on Design Practice https://vimeo.com/51132200 Chapters: 5. Understanding The Business 6. Planning User Research ! 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? Please read and discuss the key points in these documents Design for services & experience

surprise! sacrifice! satisfaction Customer Surprise formula Customer Suspense formula what’s this guy teaching you? Intermission Chapter 8. Now Act Your Part Chapter 9. The Customer Is The Product Design for services & experience

what’s this guy teaching you? Hugh Dubberly: A System Perspective on Design Practice https://vimeo.com/ 51132200 Design for services & experience

Design for services & experience

Design for services & experience

Why  are  we  making  this? What  are  we  making? How  are  we  making  it? Object System Ecosystem Design for services & experience

Design for services & experience

Design for services & experience

mapping links and nodes Design for services & experience

• parts/wholes • stocks/ flows, • centralisation/ decentralisation, • competition/ cooperation, • diversity/resiliency http://www.amazon.com/Thinking-Systems-Donella-H-Meadows/dp/1603580557?tag=jasonwiener-20 Design for services & experience

Design for services & experience

Design for services & experience

Design for services & experience

Design for services & experience

Design for services & experience

Design for services & experience

“Service Design is the design of the overall experience of a service as well as the design of the process & strategy to provide that service.” © HumanCentered 2007, All Rights Reserved! Interaction Design

https://drive.google.com/file/d/0B36lum-QNuqxdlV6WjEzdFZUT28/edit?usp=sharing © HumanCentered 2007, All Rights Reserved! Interaction Design

Representing The System Process of Design Innovation www.vimeo.com/5750600 Design for services & experience

look familiar? ABSTRACT design plan CONCRETE NOW NEW –Rick Robinson design management

SERVICE SAFARI ! 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 !23 Design for services & experience Confidential

Proposed changes to USPS http://www.uspsoig.gov/sites/default/files/document-library-files/2014/rarc-wp-14-007.pdf © HumanCentered 2007, All Rights Reserved! Interaction Design

© HumanCentered 2007, All Rights Reserved! Interaction Design

http://upload.wikimedia.org/wikipedia/commons/1/10/Business_Model_Canvas.png design management

design management

design management

design management

! Design Collaborative 2012 | One Week Charette, NC State Univ. © HumanCentered 2007, All Rights Reserved! Interaction Design

© HumanCentered 2007, All Rights Reserved! Interaction Design

6 Design for Services & Consumer Experiences ! ! Spring 2014 | Michael Eckersley, PhD 6. Service Systems and Design Perspective Design for services & experience

Compare large and small post offices ! leverage the physical presence ! leverage the human capital Low Revenue Other deliveries Essential ! ! ! ! ! ! ! ! ! ! ! ! ! Non-essential ! Hi Revenue Design for services & experience

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