1. It’s design, but not as they know it! Oliver King Co-founder Engine | service design

3. What is service design?

4. What is service design? Service design is…

5. What is service design? … the design of services!

6. What is service design? Service design orchestrates new or existing service experiences to deliver greater value to the providers and receivers of the service.

10. Why is service design relevant today?

11. www.enginegroup.co.uk Sustainability

12. www.enginegroup.co.uk Usership Assistance Innovation

13. Usership: we need to dematerialize the world!

14. Assistance: we need to help people cope…

15. Innovation: we need to help people view things at a systems level

17. How does service design create value?

21. The meaning of ‘better’

22. Convenient Usable Desirable Consistent Efficient Effective Sustainable

23. Sustainable Usable Convenient Consistent Efficient Effective Desirable SUCCEED }

24. Scope of projects

25. Translation space

26. Three skills

27. Scope of deliverables

28. Five Fundamentals of service

29. Five Fundamentals Systems, Value, People, Journeys, Propositions

30. Value: Understanding how to create the best value for users and providers through their interactions.

31. Systems: Understanding that services are consumed through systems of relationships between people, things and processes, which can all be orchestrated and innovated

32. People: Understanding the part people play in providing and designing services, and how to include them.

33. Journeys: Understanding that services are experienced over time and need to be seen and innovated as journeys

34. Propositions: Understanding how to innovate and package a service and how to develop a proposition towards a vision.

35. Identify. Build. Measure Service innovation made simple

36. 10 tips…

37. #1. Be use-centric. Always view the situation from your customer’s perspective

38. #2. Co-design: Bring stakeholders into the heart of the process

39. #3. Map journeys: Services happen over time, so explore them that way

41. #4. Visualize: Bring ideas to life to engage and solicit input from those around you

42. #5. Back stage: Innovate throughout the whole system

43. #6. Design measurables: Ensure staff measures and incentives support a delightful customer experience

44. #7. Everyone serves: Because everyone’s actions impact on the customers service

46. #8. Evidence: Create tangible evidence of the service in action

47. #9. Join the dots: Make the experiences as seamless as possible for the user

48. #10. Work with designers: We don’t bite…

49. 5 designer lessons

51. Thank you for listening… Oliver King Co-founder Engine | service design