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on Service Design

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on Service Design

  1. on Service Design Patrick Quattlebaum | @ptquattlebaum Usability Stammtisch BerlinPresented 18 Apr 2013 to
  2. Patrick Quattlebaum Design Director | @ptquattlebaum
  3. Why Service Design? Map the Experience Change the Machine Case: A Human Service Some Essential Skills
  4. Why Service Design? Map the Experience Change the Machine Case: A Human Service Some Helpful Tips
  5. Chris Risdon Brandon Schauer Jamin Hegeman Patrick Quattlebaum Your Guides
  6. Case: A Human Service
  7. A date with my wife...
  8. ... at a nice restaurant ...
  9. http://www.yellowcabnyc.com/wp-content/uploads/2012/05/taxiphotomed.jpg
  10. Dirty http://www.yellowcabnyc.com/wp-content/uploads/2012/05/taxiphotomed.jpg
  11. Dirty Unreliable http://www.yellowcabnyc.com/wp-content/uploads/2012/05/taxiphotomed.jpg
  12. Dirty Unreliable Pressure to use cash http://www.yellowcabnyc.com/wp-content/uploads/2012/05/taxiphotomed.jpg
  13. Dirty Unreliable Pressure to use cash Not special http://www.yellowcabnyc.com/wp-content/uploads/2012/05/taxiphotomed.jpg
  14. http://checkoutlimousineservices.files.wordpress.com/2012/07/6.jpg
  15. http://checkoutlimousineservices.files.wordpress.com/2012/07/6.jpg Expensive
  16. http://checkoutlimousineservices.files.wordpress.com/2012/07/6.jpg Expensive Book in Advance
  17. http://checkoutlimousineservices.files.wordpress.com/2012/07/6.jpg Expensive Book in Advance Book in Blocks of Time
  18. http://checkoutlimousineservices.files.wordpress.com/2012/07/6.jpg Expensive Book in Advance Book in Blocks of Time Two Payment Steps
  19. http://files.tested.com/photos/2012/12/26/43242-uber.jpg
  20. Open App View Availability Book Car
  21. Open App View Availability Book Car
  22. Watch Progress Get Alerts
  23. Pay for Service Provide Feedback
  24. Waiting
  25. Four Hour Block Trip Trip Trip Trip
  26. Driver Passenger Friendly Service Nice Cars Easy Payment Constant Feedback Reasonable Price Just in Time More Flexibility Streamlined Process Feedback Loop Fill Gaps in Schedule Bigger Market More Control
  27. More Human
  28. Why Service Design?
  29. http://www.nytimes.com/interactive/2012/01/20/business/the-iphone-economy.html MacroTrend: Shift to Services
  30. The service sector now generates ~64% of the world’s GDP. International Monetary Fund, World Economic Outlook Database, April 2012: Nominal GDP list of countries.
  31. The service sector now generates ~64% of the world’s GDP. International Monetary Fund, World Economic Outlook Database, April 2012: Nominal GDP list of countries. 71.1%
  32. MARKET SIZING $2 Billion Estimated size of total dollars spent in U.S. on the planning and design of services *BS
  33. $2 Billion Planning & Design of Services $40 Billion Ad Spend photo by Seal Beach AT&T
  34. $2 Billion Planning & Design of Services $40 Billion Ad Spend photo by Seal Beach AT&T
  35. $2 Billion Planning & Design of Services $40 Billion Ad Spend Service Anticipation Gap photo by Seal Beach AT&T
  36. Service Anticipation Gap The loss of future potential revenues and the wasted ad spend when a service doesn’t meet or exceed the expectations set with the customer. *BS
  37. Increased customer acquisition and adoption rates by planning and designing for service propositions, sequencing, and flow Overcoming SAG Increased customer loyalty and advocacy through human-centered planning of customer journeys across touchpoints and evidencing of customer value *BS
  38. COMPETITION — Complete unscientific guessing of who’s doing how much How’s this work getting done? System Engineers Operations Management Branding & Marketing Customer Service “The Organization” Straight-up Service Designers *BS
  39. Service design applies design methods and craft to the definition and orchestration of service experiences. Examines the operations, culture, and structure of an organization for impact on service experience. Service Design (in two sentences) Borrowed from Jamin Hegeman
  40. Services are process and experience based. From Service Blueprinting: A Practical Technique for Service Innovation
  41. Experience
  42. Process Experience
  43. Change the Machine Map the Experience
  44. Map the Experience
  45. Services are process and experience- based. Experience Map for Rail Europe | August 2011 STAGES DOING FEELING Research & Planning Shopping Booking Post-Booking, Pre-Travel Travel Post Travel People choose rail travel because it is convenient, easy, and flexible. Rail booking is only one part of people’s larger travel process. People build their travel plans over time. People value service that is respectful, effective and personable. EXPERIENCE Rail Europe Experience Map Kayak, compare airfare Google searches Research hotels Talk with friends Relevance of Rail Europe Enjoyability Helpfulness of Rail Europe Paper tickets arrive in mail • I’m excited to go to Europe! • Will I be able to see everything I can? • What if I can’t afford this? • I don’t want to make the wrong choice. • It’s hard to trust Trip Advisor. Everyone is so negative. • Keeping track of all the different products is confusing. • Am I sure this is the trip I want to take? • Website experience is easy and friendly! • Frustrated to not know sooner about which tickets are eTickets and which are paper tickets. Not sure my tickets will arrive in time. • Stressed that I’m about to leave the country and Rail Europe won’t answer the phone. • Frustrated that Rail Europe won’t ship tickets to Europe. • Happy to receive my tickets in the mail! • I am feeling vulnerable to be in an unknown place in the middle of the night. • Stressed that the train won’t arrive on time for my connection. • Meeting people who want to show us around is fun, serendipitous, and special. • Excited to share my vacation story with my friends. • A bit annoyed to be dealing with ticket refund issues when I just got home. View maps Arrange travel Blogs & Travel sites Plan with interactive map Review fares Select pass(es) Enter trips Confirm itinerary Delivery options Payment options Review & confirm Map itinerary (finding pass) Destination pages May call if difficulties occur E-ticket Print at Station Web raileurope.com Wait for paper tickets to arriveResearch destinations, routes and products Live chat for questions Activities, unexpected changes Change plans Check ticket status Print e-tickets at home web/ apps Look up timetables Plan/ confirm activities Web Share photos Share experience (reviews) Request refunds Follow-up on refunds for booking changes Share experience Buy additional tickets Look up time tables Stakeholder interviews Cognitive walkthroughs Customer Experience Survey Existing Rail Europe Documentation Opportunities Guiding Principles Customer Journey Information sources RAIL EUROPE THINKING • What is the easiest way to get around Europe? • Where do I want to go? • How much time should I/we spend in each place for site seeing and activities? • I want to get the best price, but I’m willing to pay a little more for first class. • How much will my whole trip cost me? What are my trade-offs? • Are there other activities I can add to my plan? • Do I have all the tickets, passes and reservations I need in this booking so I don’t pay more shipping? • Rail Europe is not answering the phone. How else can I get my question answered? • Do I have everything I need? • Rail Europe website was easy and friendly, but when an issue came up, I couldn’t get help. • What will I do if my tickets don’t arrive in time? • I just figured we could grab a train but there are not more trains. What can we do now? • Am I on the right train? If not, what next? • I want to make more travel plans. How do I do that? • Trying to return ticket I was not able to use. Not sure if I’ll get a refund or not. • People are going to love these photos! • Next time, we will explore routes and availability more carefully. Ongoing, non-linear Linear process Non-linear, but time based Communicate a clear value proposition. STAGE: Initial visit Connect planning, shopping and booking on the web. STAGES: Planning, Shopping, Booking Arm customers with information for making decisions. STAGES: Shopping, Booking Improve the paper ticket experience. STAGES: Post-Booking, Travel, Post-Travel Make your customers into better, more savvy travelers. STAGES: Global Proactively help people deal with change. STAGES: Post-Booking, Traveling Support people in creating their own solutions. STAGES: Global Visualize the trip for planning and booking. STAGES: Planning, Shopping Enable people to plan over time. STAGES: Planning, Shopping Engage in social media with explicit purposes. STAGES: Global Communicate status clearly at all times. STAGES: Post-Booking, Post Travel Accommodate planning and booking in Europe too. STAGE: Traveling Aggregate shipping with a reasonable timeline. STAGE: Booking Help people get the help they need. STAGES: Global GLOBAL PLANNING, SHOPPING, BOOKING POST-BOOK, TRAVEL, POST-TRAVEL Relevance of Rail Europe Enjoyability Helpfulness of Rail Europe Relevance of Rail Europe Enjoyability Helpfulness of Rail Europe Relevance of Rail Europe Enjoyability Helpfulness of Rail Europe Relevance of Rail Europe Enjoyability Helpfulness of Rail Europe Relevance of Rail Europe Enjoyability Helpfulness of Rail Europe Mail tickets for refund Get stamp for refund
  46. Services are process and experience- based. Experience Map for Rail Europe | August 2011 STAGES DOING FEELING Research & Planning Shopping Booking Post-Booking, Pre-Travel Travel Post Travel People choose rail travel because it is convenient, easy, and flexible. Rail booking is only one part of people’s larger travel process. People build their travel plans over time. People value service that is respectful, effective and personable. EXPERIENCE Rail Europe Experience Map Kayak, compare airfare Google searches Research hotels Talk with friends Relevance of Rail Europe Enjoyability Helpfulness of Rail Europe Paper tickets arrive in mail • I’m excited to go to Europe! • Will I be able to see everything I can? • What if I can’t afford this? • I don’t want to make the wrong choice. • It’s hard to trust Trip Advisor. Everyone is so negative. • Keeping track of all the different products is confusing. • Am I sure this is the trip I want to take? • Website experience is easy and friendly! • Frustrated to not know sooner about which tickets are eTickets and which are paper tickets. Not sure my tickets will arrive in time. • Stressed that I’m about to leave the country and Rail Europe won’t answer the phone. • Frustrated that Rail Europe won’t ship tickets to Europe. • Happy to receive my tickets in the mail! • I am feeling vulnerable to be in an unknown place in the middle of the night. • Stressed that the train won’t arrive on time for my connection. • Meeting people who want to show us around is fun, serendipitous, and special. • Excited to share my vacation story with my friends. • A bit annoyed to be dealing with ticket refund issues when I just got home. View maps Arrange travel Blogs & Travel sites Plan with interactive map Review fares Select pass(es) Enter trips Confirm itinerary Delivery options Payment options Review & confirm Map itinerary (finding pass) Destination pages May call if difficulties occur E-ticket Print at Station Web raileurope.com Wait for paper tickets to arriveResearch destinations, routes and products Live chat for questions Activities, unexpected changes Change plans Check ticket status Print e-tickets at home web/ apps Look up timetables Plan/ confirm activities Web Share photos Share experience (reviews) Request refunds Follow-up on refunds for booking changes Share experience Buy additional tickets Look up time tables Stakeholder interviews Cognitive walkthroughs Customer Experience Survey Existing Rail Europe Documentation Opportunities Guiding Principles Customer Journey Information sources RAIL EUROPE THINKING • What is the easiest way to get around Europe? • Where do I want to go? • How much time should I/we spend in each place for site seeing and activities? • I want to get the best price, but I’m willing to pay a little more for first class. • How much will my whole trip cost me? What are my trade-offs? • Are there other activities I can add to my plan? • Do I have all the tickets, passes and reservations I need in this booking so I don’t pay more shipping? • Rail Europe is not answering the phone. How else can I get my question answered? • Do I have everything I need? • Rail Europe website was easy and friendly, but when an issue came up, I couldn’t get help. • What will I do if my tickets don’t arrive in time? • I just figured we could grab a train but there are not more trains. What can we do now? • Am I on the right train? If not, what next? • I want to make more travel plans. How do I do that? • Trying to return ticket I was not able to use. Not sure if I’ll get a refund or not. • People are going to love these photos! • Next time, we will explore routes and availability more carefully. Ongoing, non-linear Linear process Non-linear, but time based Communicate a clear value proposition. STAGE: Initial visit Connect planning, shopping and booking on the web. STAGES: Planning, Shopping, Booking Arm customers with information for making decisions. STAGES: Shopping, Booking Improve the paper ticket experience. STAGES: Post-Booking, Travel, Post-Travel Make your customers into better, more savvy travelers. STAGES: Global Proactively help people deal with change. STAGES: Post-Booking, Traveling Support people in creating their own solutions. STAGES: Global Visualize the trip for planning and booking. STAGES: Planning, Shopping Enable people to plan over time. STAGES: Planning, Shopping Engage in social media with explicit purposes. STAGES: Global Communicate status clearly at all times. STAGES: Post-Booking, Post Travel Accommodate planning and booking in Europe too. STAGE: Traveling Aggregate shipping with a reasonable timeline. STAGE: Booking Help people get the help they need. STAGES: Global GLOBAL PLANNING, SHOPPING, BOOKING POST-BOOK, TRAVEL, POST-TRAVEL Relevance of Rail Europe Enjoyability Helpfulness of Rail Europe Relevance of Rail Europe Enjoyability Helpfulness of Rail Europe Relevance of Rail Europe Enjoyability Helpfulness of Rail Europe Relevance of Rail Europe Enjoyability Helpfulness of Rail Europe Relevance of Rail Europe Enjoyability Helpfulness of Rail Europe Mail tickets for refund Get stamp for refund Experience Mapping!
  47. experiences touchpoint interactions procedures products and systems experiences interactions processes systems
  48. experiences touchpoint interactions procedures products and systems experiences interactions processes systems
  49. experiences touchpoint interactions procedures products and systems experiences interactions MAGIC
  50. When you think about experience mapping, think about Indiana Jones.
  51. Tell the story with depth and richness around the human experience. Borrowed from Chris Risdon
  52. Your organization should feel what it’s like to experience every touchpoint. Borrowed from Chris Risdon
  53. person organization -enjoyment+
  54. person organization -enjoyment+
  55. You need to tell an engaging story. But make sure you are telling a true story. Borrowed from Chris Risdon
  56. This guy is not possible... Borrowed from Chris Risdon
  57. This guy is not possible... ...without this guy first. Borrowed from Chris Risdon
  58. Borrowed from Chris Risdon
  59. Feeling, thinking, doing. Borrowed from Chris Risdon
  60. Feeling, thinking, doing. Motivations Borrowed from Chris Risdon
  61. Feeling, thinking, doing. Motivations Framing Borrowed from Chris Risdon
  62. Feeling, thinking, doing. Motivations Framing Behaviors Borrowed from Chris Risdon
  63. Needs What people are trying to satisfy Actions What people are doing Emotions Feelings and perceptions People Who is involved Context Place and environment Products and Services Building Blocks
  64. USER RESEARCH Thinking (framing) Feeling (motivations) With whom Artifacts Where Doing (behavior) Thinking (framing) Seeing With whom When Hearing Borrowed from Chris Risdon
  65. USER RESEARCH Thinking (framing) Feeling (motivations) With whom Artifacts Where Doing (behavior) Thinking (framing) Seeing With whom When Hearing We want to understand the context in which this touchpoint occurs— time, place, emotions—so we can design to support the goal. Borrowed from Chris Risdon
  66. Exploring Science
  67. It’s about the verb, not the noun. Borrowed from Chris Risdon
  68. It’s about the verb, not the noun. It’s about the activity, not the artifact. Borrowed from Chris Risdon
  69. Change the Machine
  70. procès (13c.) http://panathinaeos.files.wordpress.com/2010/10/seventh_seal_14.jpg
  71. procès (13c.) a journey http://panathinaeos.files.wordpress.com/2010/10/seventh_seal_14.jpg
  72. process (17c.) http://upload.wikimedia.org/wikipedia/commons/thumb/a/a4/Anatomia_xiv_secolo.jpg/897px-Anatomia_xiv_secolo.jpg
  73. process (17c.) a continuous series of actions meant to accomplish some result http://upload.wikimedia.org/wikipedia/commons/thumb/a/a4/Anatomia_xiv_secolo.jpg/897px-Anatomia_xiv_secolo.jpg
  74. process (20c.) source: http://www.doctormacro.com/Images/Chaplin,%20Charlie/Annex/Annex%20-%20Chaplin,%20Charlie%20(Modern%20Times)_01.jpg
  75. process (20c.) a sequence of interdependent and linked procedures which, at every stage, consume one or more resources (employee time, energy, machines, money) to convert inputs (data, material, parts, etc.) into outputs. These outputs then serve as inputs for the next stage until a known goal or end result is reached. source: http://www.doctormacro.com/Images/Chaplin,%20Charlie/Annex/Annex%20-%20Chaplin,%20Charlie%20(Modern%20Times)_01.jpg
  76. process (20c.) a sequence of interdependent and linked procedures which, at every stage, consume one or more resources (employee time, energy, machines, money) to convert inputs (data, material, parts, etc.) into outputs. These outputs then serve as inputs for the next stage until a known goal or end result is reached. source: http://www.doctormacro.com/Images/Chaplin,%20Charlie/Annex/Annex%20-%20Chaplin,%20Charlie%20(Modern%20Times)_01.jpg
  77. http://www.morethings.com/fan/bill_murray/stripes/bill_murray-stripes1981-1325.jpghttp://www.soundonsight.org/wp-content/uploads/2011/11/Brazil.jpg Rational Irrational Engagement
  78. http://24.media.tumblr.com/tumblr_m970z4Gotv1qzcgluo1_1280.jpg What have we built?
  79. Line of Visibility
  80. Service blueprinting helps designers engage operations to go from vision to reality.
  81. PATIENT ACTIONS PHYSICAL EVIDENCE ONSTAGE CONTACT PERSON BACKSTAGE CONTACT PERSON Debbie’s Chart Cart Records/ Database System Bin System Check Vitals & Ask Quest Place in Kassam Bin Meet Dr. Kassam Kassam Gets Quick Review Take Away Chart Process & Check-out Records/ Database System Dictation Chart Storage System Door Tag System See Other Patients SUPPORT PROCESSES Sign In Front Desk Waiting Room Front Desk Front Desk Hallway Exam Room MRI & Chart Exam Room MRI & Chart Door Tag Waiting Room Check-out Room Waiting Room Line of Interaction Line of Visibility Responds Follow to Exam Rm Answer Questions Ask Questions Return Door Tag Check-out, Pay, & Leave Check-in Welcome Get Patient Chart See Other Patients Process See Other Patients Brings Door Tag Back Call Patient Grab Door Tag Escort to Exam Rm Chart in To Be Seen Bin Write Rm # on Schedule See Other Patients Grab Chart from Bin Chart Taken by Staff Check Patient Location Check Patient Location Schedule System Service Blueprint of Presby Neuro Clinic ? ? ? ? ? Line of Internal Interaction ? ? ? Wait Wait Wait in Exam Rm Wait Wait Work by CMU students: Melissa Cliver, Jamin Hegeman, Kipum Lee, Leanne Libert, Kara Tennant
  82. Customer Actions Touchpoints Staff Actions Back Stage Staff Support Processes Time Line of Visibility Blueprint Building Blocks Borrowed from Jamin Hegeman
  83. — Complete unscientific guessing of who’s doing how much How’s this work getting done? System Engineers Operations Management Branding & Marketing Customer Service “The Organization” Straight-up Service Designers *BS Remember this?
  84. Invite to Play
  85. Service Storming
  86. Commercial Signage Cashier Packaging Website Customer
  87. process (21c.)
  88. process (21c.) orchestrated series of interrelated actions that produce sustainable value for all stakeholders in complex ecosystems of people, products, services, and technologies
  89. Humanize processes to co-create value for businesses and the people with whom they interact.
  90. Some Essential Skills
  91. Some Helpful Tips
  92. Change the Machine Map the Experience Line of Visibility
  93. Empathizing Guiding move in new lifeplan orchestrate movingfind it!search I’MDOINGINEEDI’MFEELING Storytelling Line of Visibility 3 Empathy Challenges Visualize Insights Tell & Re-tell New/Improved Skills Tips
  94. Skill: Empathize Tangible Empathy Workshop
  95. Challenge 1: Read More Fiction
  96. Thee Tip: Visualize InsightsChallenge 2: Practice Active Listening
  97. Challenge 3: Empathic Adventure
  98. Challenge 3: Empathic Adventure
  99. Skill: Guiding
  100. Tip: Visualize Insights
  101. Emotions Doing Context Touchpoints
  102. Journeys Key Moments (intentionally blurry)
  103. Skill: Storytelling http://3.bp.blogspot.com/-dtdHFVzXrG8/T-dejxDfj4I/AAAAAAAAA8w/3xiTH9V8D-s/s1600/OrcStorytellers.jpg
  104. Time Building Blocks Troop Strength Direction Temperature Location
  105. Needs What people are trying to satisfy Actions What people are doing Emotions Feelings and perceptions People Who is involved Context Place and environment Products and Services Choose a facet to drive your story
  106. Emotions Feelings and perceptions
  107. Emotions Feelings and perceptions
  108. Emotions Feelings and perceptions
  109. Emotions Feelings and perceptions
  110. Emotions Feelings and perceptions
  111. move in new lifeplan orchestrate movingfind it!search I’MDOINGINEEDI’MFEELING Emotions Feelings and perceptions
  112. move in new lifeplan orchestrate movingfind it!search I’MDOINGINEEDI’MFEELING Emotions Feelings and perceptions
  113. Tip: Tell & Retell Stories Educated Guess Informed Understanding Evolved Concept
  114. Service Storyboard Journey Mapping Service Storming Tip: Tell & Retell Stories
  115. Change the Machine Map the Experience Line of Visibility
  116. Facilitation Translation Orchestration Line of Visibility Take Improv Let’s Do Coffee Roughcutting New/Improved Skills Tips
  117. Skill: Facilitation
  118. Tip: Take Improv
  119. Tip: Take Improv Yes, and!
  120. Skill: Translation
  121. Tip: Let’s Do Coffee
  122. Skill: Orchestration
  123. source: http://www.cinemaisdope.com/news/films/troublewithharry/twh-1.jpg#AgainstAtomism Tip: Roughcutting
  124. source: http://vimeo.com/9339739
  125. Change the Machine Map the Experience
  126. Change the Machine Map the ExperienceMore Human
  127. Patrick T Quattlebaum | @ptquattlebaum Danke.

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