How can SERVICE DESIGN help you

•

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A selection of benefits (and some challenges) on how Service Design can help your company. So you know about service design, but... would it work for your company?

Business

How can
Service Design!
help you
30 SET 2014 Silvia Calvet
@silviacalvet Swapsee Service Design Workshop

https://www.flickr.com/photos/vonderauvisuals/7215463246/
Departments, teams, plans… vs
Customer

What is Service Design
• Service design is the activity of planning and organizing people,
infrastructure, communication and material components of a service
in order to improve its quality and the interaction between service
provider and customers. The purpose of service design
methodologies is to design according to the needs of
customers or participants, so that the service is user-friendly,
competitive and relevant to the customers.

Methodology were People is
central
You look for the:
•User of the service point of view
•Service Provider point of view

Qualitative insights
“Satisfaction or ‘Statisfaction’?”
!
http://www.thinkcx.co.uk/latest-thinking/satisfaction-statisfaction/
!
Empathize

Holistic Approach
Channels
Touchpoints
Time!

DIY
What do you Need:!
•Process Facilitator (neutral)!
•Project Leader!
•DT techniques!
•Design Skills!
•Time!
•Management

Co-
“You Can’t Collaborate Unless You Agree on the Problem"
http://blogs.hbr.org/2014/09/you-cant-collaborate-unless-you-agree-on-the-problem/
Start at the beginning:!
Context & Objectives!
Goals

Involvement
Users
Customers
Partners
Employees

Common Language
Interdisciplinary
Visualization
Understanding
Agreeing
Stories

…Challenges
Is SD understood?
Or attitudes

Thanks!
Silvia Calvet, Creative Strategist & Organizational Facilitator!
!
Get in touch to talk about:
#Innovation #Organizational change
#Re-Connect Business and Employees
#Customer Focus
@silviacalvet
http://about.me/silviacalvet/

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Presented at Web Unleashed 2019 More info at www.fitc.ca/webu Andréa Crofts League Overview Examining our responsibility as creators to design for disconnection. The “restore connection” alert isn’t just for devices– it applies to people too. And it’s more important now than ever before. Digital creators, we need to talk. The rise in mental health as a result of situational stress is a prevailing theme in today’s society, and some of the products we’re building are the root cause. But we have the power to change this. As creators of digital products, how might we enable our users to be more present in their lives? How might we invest in features like Instagram’s activity timer, despite the fact that they’re fundamentally counterintuitive to the usage metrics most behemoth tech companies are driving towards? We have a responsibility as creators of digital products to enable others to disconnect …and re-connect with themselves, physically and mentally. This intersection is an emerging category Andrea likes to call digital health, and it’s something we can create together. Objective To share actionable strategies, principles and considerations for designing with digital health top of mind. Andrea will get into some #realtalk about how we can collectively create more balance and presence for the humans using our products. Target Audience Designers and digital creators of all kinds – especially those building digital products at scale! Level Open to audience members of any skill level (this is a more high-level talk) Five Things Audience Members Will Learn Tips and best-in-class examples of designing for digital health Design guidelines and principles for designing with digital health in mind Evidence-based practices to ground your future design decisions Strategies for re-framing the success metrics of digital products Design ethics resources

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Presented at FITC Toronto 2019 More info at www.fitc.ca/toronto Carl Sziebert Google Overview Innovation is defined as the process of making an idea into a good or service that creates value by meeting a need or solving a problem at scale. This talk explores ways to find inspiration from everyday sources, invest in skills that foster collaboration, and identify opportunities for impact. While leveraging the core principles of and learnings from designing products for real people, Carl will examine a number methods for building creativity and innovation into our everyday work. Target Audience For individual contributors looking to cultivate opportunities for impact and find the right time, space, and tools to innovate in our everyday work. Five Things Audience Members Will Learn A bottom-up approach to framing innovation within your daily work Identify and validate opportunities that make an impact Prioritize, prototype, and build understanding of the problems you are solving Collaborate locally and globally Seek, give, and apply feedback often

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How many times have you ever considered that the Client (or the departments of your organization) are also the USErs of the site, app or service that you are designing? How do you approximate your projects? What happens when the UX team 'disappears' at the end of the project? Think it twice and make your clients co-work with you. They are not the enemy: help them to understand basic UX stuff, make them work for you analyzing designing and creating the deliverables. And there are other benefits: open communication results form this approximation, learning and sharing, and more win2win relationships. In this session I’ll share how to convert demanding and grumblers clients/departments and specialists into a members of the UX design team. Let them identify necessities, define the strategy and design the solutions. You can apply this solution in internal projects or with your customers. How? Stop evangelization and get people into action creating UX deliverables with you, let them discover the power of UX tools like Personas in their own skin. Call me lazy, but I like to make my clients work with me. The solution is usually in their hands, so working together in collaborative workshops we create deliverables that will help us to set the basics of the system, and for them will guides to create content, courses and other materials but having on mind their final end-users. Maybe this approximation does not give the best deliverables, but the result is a better understanding of usability inside the organization, more respect to our profession, and more importantly - more people happy.

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¿Trabajamos conscientemente para hacer felices nuestros usuarios? ¿Cómo sabemos que los son? Las personas buscamos la felicidad. El mundo de los negocios gira alrededor de clientes felices. Como profesionales de la experiencia de usuario nos dedicamos a ayudar a las organizaciones y negocios a centrarse en sus usuarios y clientes. Les ayudamos a conseguir impactos positivos y evitar impactos negativos. Por lo que nos esforzamos por conseguir usuarios felices. ¿Hasta que punto trabajamos por 'la felicidad? Presentamos los resultados de un estudio internacional abierto a la comunidad heterogénea de profesionales dedicados a diseñar, construir y comunicar webs, apps y servicios/productos digitales. Los resultados del estudio muestran si los creadores nos preocupamos de ir un poco más allá de la usabilidad y la emoción, y consideramos la felicidad como un elemento más en nuestros procesos o actitudes de trabajo. Se completan los resultados del estudio con una selección de recursos y perspectivas sobre felicidad, algunos destinados a cambiar la forma de entender la felicidad en nuestros proyectos.

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How can SERVICE DESIGN help you

1. How can Service Design! help you 30 SET 2014 Silvia Calvet @silviacalvet Swapsee Service Design Workshop

3. Why Companies exist?

4. What a customer is?

5. https://www.flickr.com/photos/vonderauvisuals/7215463246/ Departments, teams, plans… vs Customer

6. What is Service Design • Service design is the activity of planning and organizing people, infrastructure, communication and material components of a service in order to improve its quality and the interaction between service provider and customers. The purpose of service design methodologies is to design according to the needs of customers or participants, so that the service is user-friendly, competitive and relevant to the customers.

7. So… How can SD help

8. Design Methodology

9. Methodology were People is central You look for the: •User of the service point of view •Service Provider point of view

10. Qualitative insights “Satisfaction or ‘Statisfaction’?” ! http://www.thinkcx.co.uk/latest-thinking/satisfaction-statisfaction/ ! Empathize

11. Holistic Approach Channels Touchpoints Time!

12. Is Solution oriented

13. DIY What do you Need:! •Process Facilitator (neutral)! •Project Leader! •DT techniques! •Design Skills! •Time! •Management

14. Co- “You Can’t Collaborate Unless You Agree on the Problem" http://blogs.hbr.org/2014/09/you-cant-collaborate-unless-you-agree-on-the-problem/ Start at the beginning:! Context & Objectives! Goals

15. Involvement Users Customers Partners Employees

16. Common Language Interdisciplinary Visualization Understanding Agreeing Stories

17. Think out of the box

18. …Challenges Is SD understood? Or attitudes

19. …Challenges You

20. It’s a process, not a workshop!

21. Thanks! Silvia Calvet, Creative Strategist & Organizational Facilitator! ! Get in touch to talk about: #Innovation #Organizational change #Re-Connect Business and Employees #Customer Focus @silviacalvet http://about.me/silviacalvet/

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