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服務設計攻法
無招勝有招
S.D facilitator workshop @ NTHU
“If I can walk into a transaction with you, and
my goal is not to just make myself better off
but to make you better off a...
Give customer what they want or need
and feel happy with.
Then, earn money and sustainable
relationship.
So service design...
Service Design Process
Design Thinking (IDEO)
U theory
(Dr. C. Otto Scharmer)
Double Diamond
(Design Council)
Double Diamond
Define DeliverDiscover DevelopIssue
Question or
Challenge
Solution
Orientation
& Incubation Illumination
& ...
服務設計+引導工具
Service Design Tool+
APPRECIATIVE INQUIRY
Seeking the root cause of success
(not the root cause of failure)
肯 定 式 探 詢Discover Define Develop De...
APPRECIATIVE INQUIRY
Discover Define Develop Deliver
Interview Question
Hint:Try to be
positive ! Example of library :
• W...
Interview debrief
Discover Define Develop Deliver
Share interview outcome
• When you think over the interview what is the
...
ORID
Read + Review, anything new from others.
What jumps out of you? What excited you?
What is this telling us about our t...
ORID
焦 點 討 論 法Discover Define Develop Deliver
Persona
• Try to figure out who are
the target customers.
• Describe “who” looks like.
Discover Define Develop Deliver
人 物...
Stakeholder Map
• Write down each stakeholders on
post-it.
• Link the relationship between
stakeholders.
• Briefly describ...
Filter Awareness
What we look, think, ask …
Usually with those filters.
Discover Define Develop Deliver
Image Values
Relie...
5 years later
• At first - draw individually
• Share what you draw.
• Get more close from future
dream to problem through
...
5years later + ORID
Discover Define Develop Deliver
When achieve the vision
• What kind of services are served
• What kind...
Challenge Statement
• What is the key issue you are addressing and why is it
important?
• Who is it a problem for?
• What ...
Final define problem
Discover Define Develop Deliver
How might we provide______________ ,
_________________________.
Becau...
Thank you
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Service Design Facilitate - double diamond - 服務設計 - 第一個菱形引導心得分享.

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服務設計中的引導工具分享,針對discover&define階段,
如何利用工具和ORID技巧引導團隊,從一個事件或問題開始,發現真正的問題核心和挑戰。
部分資料來源:ICA Taiwan.

Publicado en: Servicios
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Service Design Facilitate - double diamond - 服務設計 - 第一個菱形引導心得分享.

  1. 1. TEXT Here TEXT Here 服務設計攻法 無招勝有招
  2. 2. S.D facilitator workshop @ NTHU
  3. 3. “If I can walk into a transaction with you, and my goal is not to just make myself better off but to make you better off as well, we’re going to end up with a much better outcome. You’ll want to do business with me again — and that’s really, really important.” Heidi Roizen So, what is service
  4. 4. Give customer what they want or need and feel happy with. Then, earn money and sustainable relationship. So service design methodology will leading us to a sweet fruit. Why Service Design is important?
  5. 5. Service Design Process Design Thinking (IDEO) U theory (Dr. C. Otto Scharmer) Double Diamond (Design Council)
  6. 6. Double Diamond Define DeliverDiscover DevelopIssue Question or Challenge Solution Orientation & Incubation Illumination & Validation Ideation Prototype & Testing
  7. 7. 服務設計+引導工具 Service Design Tool+
  8. 8. APPRECIATIVE INQUIRY Seeking the root cause of success (not the root cause of failure) 肯 定 式 探 詢Discover Define Develop Deliver 1 Purpose 2 Principle 3 Assumption What you seek is what you find Where you are going is where you end up If you look for problems, you find more problems If you look for successes, you find more successes If you have faith in your dreams you can achieve miracles
  9. 9. APPRECIATIVE INQUIRY Discover Define Develop Deliver Interview Question Hint:Try to be positive ! Example of library : • What’s the service/facility you use most frequently ? • What’s the service/facility you like most ? • Tell about the most satisfaction experience ? • If you were granted 3 wishes to create the greatest library, what would they be? Start from easy Try to ask deeper Or last experience LISTENER: Try to be non-judgmental, look for excitement and inquire into it further.
  10. 10. Interview debrief Discover Define Develop Deliver Share interview outcome • When you think over the interview what is the most interesting thing that you learned? • What positive ideas or images of the library did you hear as being most important to the person you interviewed? Where did they get excited? When did you get excited? • Draw a picture, what was the interview about? (individual) Reflective Interpretive Decisional
  11. 11. ORID Read + Review, anything new from others. What jumps out of you? What excited you? What is this telling us about our topic? Is this information change out topic? How would we write this up in a sentence. • The problem we are trying to solve is… • The opportunity is… • The key area of exploration for a breakthrough in _____ might be. 焦 點 討 論 法Discover Define Develop Deliver emotion/sense
  12. 12. ORID 焦 點 討 論 法Discover Define Develop Deliver
  13. 13. Persona • Try to figure out who are the target customers. • Describe “who” looks like. Discover Define Develop Deliver 人 物 誌 Name Location Experience Technical comfort Job Interest Motivation Age
  14. 14. Stakeholder Map • Write down each stakeholders on post-it. • Link the relationship between stakeholders. • Briefly describe value exchange or need of the relationship lines. Core Direct Indirect 利 益 關 係 人 地 圖Discover Define Develop Deliver
  15. 15. Filter Awareness What we look, think, ask … Usually with those filters. Discover Define Develop Deliver Image Values Relief Assumption Try to aware what kind of filters do we have . • Listening for ? • Affecting my approach to exercise ? • Affecting approach to topic ? • Affecting my role ?
  16. 16. 5 years later • At first - draw individually • Share what you draw. • Get more close from future dream to problem through ORID.(see next slide) Image 5 years later when “topic” is successful in place. What is it looks like? what do you see, taste, hear ? Discover Define Develop Deliver
  17. 17. 5years later + ORID Discover Define Develop Deliver When achieve the vision • What kind of services are served • What kind of service make you feel useful/interesting/friendly • Which services satisfy user’s need • Use one sentence to tell user our service “value”
  18. 18. Challenge Statement • What is the key issue you are addressing and why is it important? • Who is it a problem for? • What social or culture factors shape this problem? • What evidence do you have that it is worth the investment? • How would you reframe this problem? Discover Define Develop Deliver
  19. 19. Final define problem Discover Define Develop Deliver How might we provide______________ , _________________________. Because for he/her,_______________. Persona Problem/Challenge Value/Insight
  20. 20. Thank you

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