Presented by UXMTL and Dominira Saul at UXTalk#5 in Montreal. Thanks to Dom and our sponsor EA Games.

1. UXTalk #5Service DesignDominira SaulDirector, User Experience DesignAkendi Commanditaire Sponsor

2. UXMTL Service Design & UX Dominira Saul MSc. Akendi

3. Bailey’s Human Performance Model

4. Customer Experience vs. User Experience Whether you’re a service company or a product company, the experience your customers have with your product matters Customers have needs and expectations around all of the touchpoints that represent your business The key to satisfying those needs is understanding customer behaviour and expectations Maslow is the basis for a customer hierarchy of needs that helps to define a remarkable product/service.

5. Touchpoints Branding Wayfinding Point of Sale Customer service / support Product service / support Distribution Upgrade All of these experiences can be planned, designed and tested

6. Service Design Approach Define business goals What do you want to achieve with your service offering? Conduct user research Who are your users What do they expect What is their context of use Undertake prototyping anditeration Create cheap quick version of your service design that you can test Conduct user testing Solicit user feedback with prototypes before committing to full production

7. Understand User Needs

8. Flying Refined

9. Bottom Line A great product or service does not automatically equal success Remove chance and guesswork from the equation Understand your users… meet their needs… then surpass them

10. Thank you Dominira Saul dominira@akendi.com Twitter: @akendi