An introduction to Service Design given by Rich Wells from Yoomee on 12th October 2010 at Yoomee-versity.

1. YOOMEE-
versity
Service
design

2. YOOMEE-
versity
Scoping,
strategy Build
& design

3. YOOMEE-
versity
Scoping Service
Build
& strategy design

4. Service
•What & Why?
design • Our Design Process
•How can we be better?

5. YOOMEE-
versity
What is
service
design?

6. What is
service
design?
A service isn’t a thing

7. What is
service
design?
“A service is an ecology of
experiences that come from
an interaction with products,
content, and social media”
Phillips design group

8. What is
service
design?
It’s about people

9. YOOMEE-
versity
Why is
service design
important?

10. Why is it
• It helps solve problems
important?
• It makes something intangible tangible
• It helps our clients visualise what they need
• It gives a name to what we do already
• We can get paid more!

11. YOOMEE-
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The
Design Process

12. YOOMEE-
versity
Feedback Feedback
Scoping Service
Build
& strategy design
Insights Insights
There is overlap

13. YOOMEE-
versity Personas
AOF
User journeys
Prototypes
Mind maps
Feedback Service
design
Brand/Art
direction
Mental
model
Information
architecture Wireframes

14. Service
design
Mind maps

15. Mind
maps
Generate,
visualise,
structure,
summarise
and classify
ideas

16. Mind
maps

17. Service
design
Mental
Models

18. An explanation of someone's
Mental thought process about
models how something works in
the real world.

19. Mental
models

20. Mental
models

21. Service
design
Personas

22. Characterising the key users
Personas to to make sure that the site
serves their needs.

23. Service
design
User
Journeys

24. User The step by step journey that a
Journeys
user takes to reach their goal.

25. User
Journeys
HOW IT WORKS..
beer
beer
beer
1.sign up 2. download 3.check the Piedar 4. fight! 5. get free stuff!
Be the first to throw a pie in
The Piedar shows other At the end of each month the
It’s quick and easy. We We’ll text you a link so your enemy’s face to earn
Piefighters in your location. “lord of the pies” is awarded
just need your name, you can download the points and respect. (Let’s
Choose your opponent and (with cash prizes to be won),
email and phone app. See if your phone stick to digital pies my
start playing. plus you earn free beer (yes
number to get started. is compatible. friends)
real beer) by playing the
game.
SIGN UP
name

26. User They help us work out what’s important.
Journeys
GOAL!

27. Service
design
Information
Architecture

28. Information
Architecture

29. Service
design
Wireframes

30. Wireframes

31. Wireframes

32. Wireframes

33. Wireframes

34. Wireframes

35. Wireframes

36. 10
9
Wireframes
1 2 3
5
4
1. “What site is this?”
2.“What is tinnitus, and how does it affect
people?”
3.“How can you help me?”
4.“What is BTA doing to find a cure?” 6
5.“What’s new?”
6.“How can I trust you?” A list of BTA’s
partners.
7.“Are you relevant?”
8.“What’s happening right now?” 8
7
9.“Where do I find...”
10.“Help me use this site”
1. “What site is this?” Logo top left (good usability) and clear indication of BTA’s

37. Service
design
Prototypes

38. Prototypes

39. Service
design
Brand/
Art direction

40. Brand/
art direction

41. Brand/
art direction

42. Brand/
art direction

43. Brand/
art direction
EXPLORATION
EXPERIENCE
MOMENTUM
HONESTY

44. Brand/
art direction

45. Service
design
Feedback

46. Feedback

47. YOOMEE-
versity
Conclusions

48. Conclusions
• It’s all about the user
• Teamwork
• We are all designers
• Being better at showing what we do
• Making time for design.

49. YOOMEE-
versity
The
End.