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Service                 Design                 ResearchUX Poland 2013
Service DesignDesigning customer experienceat the time of service
Touch pointsGreat experienceacross all touchpoints
ServiceExamples
Visiting the museum
Concierge
Online loan
Service DesignLucy Kimpbell
Service Design ProcessDiscovery   Definition   Design   Delivery
CustomerJourney MapHow the customer perceives andexperiences the service interfacealong the time axis
Maps of a customer experiencefocus on how things will beexperienced, not how theyre made.
ResearchIdentifying, discoveringand understandingthe service contextand users
ResearchContext
Touchpoints
www, mobileMailingSocial media, forumAdvertisement – display, tv, radio, outdoorPlaces – store, institute, home, officeDok...
ResearchUsers
People
Users, customersFrontstage employeesBackstage employeesPartnersStakeholdersPeople
ResearchMethods
InterviewsIndividual, in-depthAt lab, home, office
InterviewsWith customers, employees,partners, stakeholders
Field studyObserving users in the fieldat the time of service
Field studyWatch people visiting the institutionWatch customers shopping at the moll
Mystery shopperResearcher in customer’s shoes
Mystery shopperShop online and try to take the loanTalk with consultant about the service
Diary studyUsers record their experiencesrelated to a particular subjectover a period of time
Diary studyMoments when looking for helpExperience when visiting museums
Usability testingObserve how customers are useinginteractive products
Usabilitymobile appTest the website and                     testingConduct eyetracking of landing page
QuestionnaireOnline or offlineFor users, employees or partners
QuestionnaireAsk call center employees about calls
Desk researchAnalysis of customers’ opinions
Desk researchRead forums and Facebook fanpage
Report analysisHelp desk, call center, FAQs
Expert reviewExpert analysis of touch points– websites, documents, places
live|work
Thx!
www.servicedesigntools.orgicons by www.picol.orgStormtroopers 365 on Flickr by StefanLego experience mapRail Europe experi...
Service Design Research. UX Poland 2013
Service Design Research. UX Poland 2013
Service Design Research. UX Poland 2013
Service Design Research. UX Poland 2013
Service Design Research. UX Poland 2013
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Service Design Research. UX Poland 2013

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Service design is about designing user-friendly service. The backbone of this process is to understand the behavior of the customers, their needs and motivations. Thus, while creating customer journey or experience map, designers should base on not only on their intuition but primarily on user research findings and expert analysis. The question is how to select the appropriate set of methods that allow designers to identify problems that lower customer satisfaction.

Publié dans : Technologie, Business
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Service Design Research. UX Poland 2013

  1. Service Design ResearchUX Poland 2013
  2. Service DesignDesigning customer experienceat the time of service
  3. Touch pointsGreat experienceacross all touchpoints
  4. ServiceExamples
  5. Visiting the museum
  6. Concierge
  7. Online loan
  8. Service DesignLucy Kimpbell
  9. Service Design ProcessDiscovery Definition Design Delivery
  10. CustomerJourney MapHow the customer perceives andexperiences the service interfacealong the time axis
  11. Maps of a customer experiencefocus on how things will beexperienced, not how theyre made.
  12. ResearchIdentifying, discoveringand understandingthe service contextand users
  13. ResearchContext
  14. Touchpoints
  15. www, mobileMailingSocial media, forumAdvertisement – display, tv, radio, outdoorPlaces – store, institute, home, officeDokuments – POS, invoiceTouchpoints
  16. ResearchUsers
  17. People
  18. Users, customersFrontstage employeesBackstage employeesPartnersStakeholdersPeople
  19. ResearchMethods
  20. InterviewsIndividual, in-depthAt lab, home, office
  21. InterviewsWith customers, employees,partners, stakeholders
  22. Field studyObserving users in the fieldat the time of service
  23. Field studyWatch people visiting the institutionWatch customers shopping at the moll
  24. Mystery shopperResearcher in customer’s shoes
  25. Mystery shopperShop online and try to take the loanTalk with consultant about the service
  26. Diary studyUsers record their experiencesrelated to a particular subjectover a period of time
  27. Diary studyMoments when looking for helpExperience when visiting museums
  28. Usability testingObserve how customers are useinginteractive products
  29. Usabilitymobile appTest the website and testingConduct eyetracking of landing page
  30. QuestionnaireOnline or offlineFor users, employees or partners
  31. QuestionnaireAsk call center employees about calls
  32. Desk researchAnalysis of customers’ opinions
  33. Desk researchRead forums and Facebook fanpage
  34. Report analysisHelp desk, call center, FAQs
  35. Expert reviewExpert analysis of touch points– websites, documents, places
  36. live|work
  37. Thx!
  38. www.servicedesigntools.orgicons by www.picol.orgStormtroopers 365 on Flickr by StefanLego experience mapRail Europe experience mapThird example of experience map

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