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It’s design, but not as they know it! Oliver King Co-founder Engine | service design
[object Object],[object Object],[object Object],[object Object],[object Object]
What is service design?
What is service design? Service design is…
What is service design? … the design of services!
What is service design? Service is the  act  of helping somebody to do something.
What is service design? Design is the  process  of making something better for somebody.
 
 
 
Why is service design  relevant today?
Service design is new to designers, it’s  not  new to service providers!
www.enginegroup.co.uk Sustainability
www.enginegroup.co.uk Usership Assistance Innovation
Usership:  we need to dematerialize the world!
Assistance: we need to help people cope…
Innovation: we need to help people view things at a systems level
The meaning of ‘better’
Convenient Usable Desirable Consistent Efficient Effective Sustainable
Sustainable Usable Convenient Consistent Efficient Effective Desirable SUCCEED }
Scope of projects
Translation space
3 key skills
Scope of deliverables
Five Fundamentals of service
Five Fundamentals Systems, Value, Journeys, People, Propositions
Identify. Build. Measure Service innovation made simple
12 tips…
What’s better than being rescued?
#2. Have principles  Innovate within a robust creative framework
#1. Be use-centric.  Always view the situation from your customer’s perspective
 
 
 
#3. Co-design:  Bring stakeholders into the heart of the process
 
#4. Map journeys:  Services happen over time, so explore them that way
#5. Visualise:  Bring ideas to life to engage and solicit input from those around you
 
 
 
 
 
 
 
#6. Back stage:  Innovate throughout the whole system
#7. Design measurables:  Ensure staff measures and incentives support a delightful customer experience
#8. Everyone serves:  Because everyone’s actions impact on the customer’s experience
 
Call centre Home Work place Dealership On-line support
#9. Prototype:  Over and over and over and over and over again!
 
 
 
 
#10. Evidence:  Create tangible evidence of the service in action
#11. Join the dots:  Make the experiences as seamless as possible for the user
#12. Work with designers:  We don’t bite…
5 designer lessons
[object Object],[object Object],[object Object],[object Object],[object Object]
 
Thank you for listening… www.enginegroup.co.uk

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It’s design, but not as they know it!

Notas del editor

  1. Thanks for being here. I’m a designer - product background Founded Engine in 1999 - though we didn’t call it service design When we started, we were shunned by the community - it is design, but not as they know it