Category: Service Design

Service DesignLeave a comment

Notes on Chris Govias’ Service Design for the Public Sector

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(from uie.com’s All You Can Learn library, highly-recommended subscription required) Service Design isn’t about the double diamond we all know and love: or affinity diagrams or post its or co-creation sessions etc—those are all great tools but not SD SD is the design of service, the end-to-end experience for a customer,  every single part of the process that we can help design, from call center scripts through kiosk UI and everything in-between SD is about achieving the best delivery possible Chris takes us through the example of the British justice system, which is extraordinarily complex: And the image above is … Continue reading Notes on Chris Govias’ Service Design for the Public Sector

Service DesignLeave a comment

Notes on Paul Moran’s Speed up Your Team with a Service Blueprint

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(Paul is a Service Designer at E.ON. This is from his 1/25/17 post on practicalservicedesign.com, link here.) Paul finds that cross-functional product teams can sometimes be slow to make progress, so he relies on service blueprinting to speed up the process Service blueprints are a way of laying out the customer journey as folks explore, purchase and use a product or service Paul uses this format for blueprinting: High level section of the customer journey – awareness, exploration, purchase, usage, problems etc Touchpoints – a description of what’s happening written from the customer’s perspective Performers – who is involved in this touchpoint (who … Continue reading Notes on Paul Moran’s Speed up Your Team with a Service Blueprint

Jobs to be Done, Product Development, Service DesignLeave a comment

Notes on Jim Kalbach’s Practical Service Design Webinar

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(The 10/20/16 webinar was hosted by practicalservicedesign.com’s Erik Flowers and Megan Erin Miller, link here) Jim starts off by giving a quick history of service design thinking and recommends some books so check out the first 10m of the video Jobs To Be Done mark progress towards a customer goal—people are goal-driven actors It’s beyond demographics-not customers by age group etc Not solutions-jobs might not change over decades  (people want to call each other) but the solutions do (party lines, rotary phones, flip phones, smartphones) Show causality-people don’t buy drills because they want to drill but because they need holes … Continue reading Notes on Jim Kalbach’s Practical Service Design Webinar

Service DesignLeave a comment

Notes on Jeff Sussna’s The Self-Designing Organization

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(From Jeff’s 3/30/16 MX 16 talk, link here. I’ve only summarized the second half–so go to the link for the rest!) Welcome to the service economy! Value is no longer simply dumped into a product that’s handed to a customer in exchange for money Service value doesn’t fully manifest until the product’s services are used An airport with airplanes and shops and coffee places doesn’t have value until someone goes to fly somewhere Customers bring their needs, moods and experiences, which intersect with your services–as your employees bring their needs, moods and experiences also Value arises from this intersection (an important point–poor customer service … Continue reading Notes on Jeff Sussna’s The Self-Designing Organization

Service DesignLeave a comment

Notes on Eric Flowers’ Demystifying Service Design

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(From Erik Flowers’ Demystifying Service Design presentation given at the O’Reilly Design Conference, Jan. 21, 2016, link here.) Service means to perform, provide, facilitate, enable and/or assist over time Service design benefits: Customer–end to end experiences that are frictionless, cohesive and designed from their point of view Organization–Improves underlying support structures, employee experience and holistic understanding Customers design their experience each and every time Service design ensures successfully delivery of a service to a customer The Practical Project Process Define opportunity space Service Blueprinting–a view of how the service was delivered, not how it was designed! Identify strategic and tactical … Continue reading Notes on Eric Flowers’ Demystifying Service Design

Enterprise UX, Jared Spool, Product Development, Service DesignLeave a comment

Notes on Jared Spool’s Infusing Design Into Our Organizations

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From Jared Spool’s truly enlightening keynote address at the UX Advantage conference, Infusing Design Into Our Organizations, Aug 19 2015. See a summary about the conference at the bottom of this post. No link available. NO MICKEY MOUSE EXAMPLE OF SUPERIOR USER EXPERIENCE Disney recently spent $1B on developing their Magic Bands—more than Apple spent on the Apple Watch Disney took a service-design approach when developing the Band, realizing their customers’ journeys start long before entering the park gates The Band arrives, neatly presented in a box, soon after it’s ordered —vacation starts early in customers’ minds! The Band uses … Continue reading Notes on Jared Spool’s Infusing Design Into Our Organizations

IDEO, Lufthansa, Service Design, user testingLeave a comment

Service Redesign In Action: Lufthansa and IDEO

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Based on a video of a presentation by Barbara Franz (IDEO) and Dorothea von Boxberg (Lufthansa) at the KISD conference, 06/2015, link here. Lufthansa wanted to redesign their onboard service design, which hadn’t changed in 15 years. The team at Lufthansa first got executives to sign off an a very specific goal: to become the first 5-star airline, which gave them great latitude Lufthansa has 1800 flight attendants IDEO needed to shift attendants’ vision of their function from transportation to hospitality Barbara from IDEO flew a route as a flight attendant to experience the job first-hand IDEO also interviewed many flight attendants IDEO positioned … Continue reading Service Redesign In Action: Lufthansa and IDEO

Service DesignLeave a comment

Notes on Software to Service by frog’s Kalle Buschmann

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From the 06/15 video of his presentation at the Koln International School of Design, link here. Industries are being disrupted (often by Google or Apple) and the older leading companies are suddenly struggling to stay relevant They think they only need a quick retooling to return to best-of-class status But often it’s not their service or product that’s been disrupted–it’s their business model They are actually looking for a sustainable differentiator that can help them survive and flourish in the market They need a new value proposition They need to reframe customer expectations The main reason for the disruption is digital … Continue reading Notes on Software to Service by frog’s Kalle Buschmann

Product Development, Service Design1 Comment

Notes on Jared Spool’s Anatomy of a Design Decision

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From the talk given by Jared Spool at Productcamp, 05/02/2015, link to slides here. How do we make design decisions? Here are 5 decision-making styles—all have their place, good designers strive to apply the appropriate style Decision-Making Style 1: Unintentional Design (little focus or thought on anything) Best when our users will put up with whatever we give them and we don’t empathize with their frustrations or care about support costs Decision-Making Style 2: Self Design (focus on complexity and ease of use) Best when our users are just like us and we regularly use it just like our users do (Sounds like … Continue reading Notes on Jared Spool’s Anatomy of a Design Decision

Product Development, Service DesignLeave a comment

Notes on Service Design Thinking with Marc Stickdorn and Jared Spool

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Based on a podcast by Jared Spool, link here. Spool is the UI genius from User Interface Engineering; Stickdorn is a researcher, speaker, writer and entrepreneur at This Is Service Design and author of a book by the same name. If you’ve been doing good UX work, then you have most of the basic tools for service design Service design brings together loads of other disciplines–it’s a common language between disciplines rather than a new discipline Core ideas include working co-creatively in multidisciplinary teams and focusing on users/humans Service design strives to create personas from interviews with actual people–with front-line employees constantly in … Continue reading Notes on Service Design Thinking with Marc Stickdorn and Jared Spool