"Introduction to Service Design" : we made this slideshow for a training session on service design for for Iniciativa Joven, a regional government organisation in Spain dedicating to helping young entrepreneurs get their projects off the ground !
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Introduction to Service Design by User Studio
1. INTRODUCTION TO SERVICE DESIGN
by User Studio
Presentation prepared for Iniciativa Joven
Project coordination
Annabelle Favreau, Iniciativa Joven
Contact USER STUDIO
Matthew Marino
Consultant, partner
marino@userstudio.fr
+33 (0) 6 98 94 06 70
USER STUDIO
152 rue du Temple
75003 Paris
France
www.userstudio.fr
Introduction to service design
2. WHO IS
USER STUDIO ?
Introduction to service design
3. Service innovation &
design company
in Paris, France
Introduction to service design
11. Helping patients with diabetes
Bolton diabetes network, UK
project by RED Project, Design Council
Project illustration : http://www.designcouncil.info/RED/health/#B10
Project video : http://www.designcouncil.info/mt/red/HEALTH/REDHealth01.mov
Introduction to service design
12. Why use service design ?
• Service design’s aim is make services desirable
• To help differentiate by improving existing services
• easier to use
• more efficient
• in tune with local culture
• To help innovate by creating new services
• meet the needs of changing lifestyles
• reach new markets
Introduction to service design
16. Why involve users / service providers in the
creative process ?
• Involving users in the design process
• helps understand their lifestyles and needs
• as they are experts of their daily lives, they often have ideas on how to improve it
• Involving service providers in the design process
• helps understand the organisation’s culture and needs
• as they are experts of their daily jobs, they often have ideas on how to improve it
• helps create appropriation / ownership of the project
Introduction to service design
17. SERVICE
EXPERIENCE
Introduction to service design
18. Designing how
customers / citizens
experience the service.
Introduction to service design
20. Use the right channel
Introduction to service design
21. KNOW YOUR
USERS
Introduction to service design
22. User research
Understand your user’s lifestyles, needs,
desires, problems...
Using user insights to identify service
opportunities...
Introduction to service design
23. Selecting the right users
Which users or potential users
should I meet ?
How many should I meet ?
Introduction to service design
24. Remember...
People don’t
always do what
they say they do!
go see for yourself...
Introduction to service design
25. User research vs. market research
Source : Jennie Winhall & Chris Vanstone (RED project - Design Council, UK)
Introduction to service design
26. User research vs. market research
Great for
validation
Source : Jennie Winhall & Chris Vanstone (RED project - Design Council, UK)
Introduction to service design
27. User research vs. market research
Great for
inspiration
Source : Jennie Winhall & Chris Vanstone (RED project - Design Council, UK)
Introduction to service design
28. Extreme users
Core
“Rejectors” “Power users”
Source : Jennie Winhall & Chris Vanstone (RED project - Design Council, UK)
Introduction to service design
29. Fieldwork
How and where should I meet the users ?
Introduction to service design
37. Using images to stimulate discussion
Introduction to service design
38. Getting the users to design their ideal
service
Introduction to service design
39. Making sense of the data
How to present the research in
a meaningful way ?
How may I use the insights to
identify service opportunities ?
Introduction to service design
73. “Quick & dirty” prototype
Project by :
Eilidh Dickson,
Copenhagen Institute of
Interaction Design
Source : Eilidh Dickson, Copenhagen Institute of Interaction Design (www.servicedesigntools.org)
Introduction to service design
75. DELIVER
THE MEANS
TO DEVELOP
Introduction to service design
76. Sources
• live|work (UK)
• RED Project, Design Council (UK)
• Hillary Cottam (UK)
• IDEO (USA)
• La 27e Région (FR)
• USER STUDIO (FR)
Introduction to service design
77. THANK YOU !
www.userstudio.fr
marino@userstudio.fr
Introduction to service design