NEST / JANUARY 23, 2012ServiceDesignDrinksVisualThinking

OverviewWho?What?Why?When?How?+ Sketching excercises

Who are we?Katrin Olga Manuel
MartinPhD Candidate, Community Designer, User Experience,University of Manager, Fjord NokiaPotsdam Stylemarks

What?people write a lot:e-mails, tweets,posts,
strategypapers, specifications,etc.this is about beingmore visual —not exclusively, yetadditionally

Why?the human brainuses 70% of
itscapacity tohandle visualinformationtext only is harderand more slowlyprocessable

“I never read, I just
look at pictures.” * — ANDY WARHOL Artist* – many other people do so too – just think of the phrase “A picture is worth a thousand words” or simply advertising

Why?Dual coding theoryby Allan PaivioDog
Dogcombined verbal & Icon: Randall Barriga / The Noun Projectvisual informationis stored in twoparts of the brainand hence bettermemorised

Why? to structure your own
thoughts to communicate a thought to provoke reactions & to get feedback to organise & memoriseIcon: Sergey Bakin / The Noun Project

When?

When? note taking in research
clustering & sorting insights idea generation visual prototyping concept presentation visualising during implementationIcon: iconoci, Ugur Akdemir, Chris Lee / The Noun Project

How?

Exercises

How?EXERC ISE 1Basics for people,emotions,
objects &symbolsEXERC ISE 2Visualise the5 aspects ofservice designEXERC ISE 3Illustrate yourfavourite serviceIcon: Ricardo Mira da Silva / The Noun Project

How?EXERC ISE 1

How? EX ERC ISE 2VISUAL
THINKING FOR SERVICE DESIGN 1. User-centered 2. Co-creative Services should be experienced through All stakeholders should be included in the customer’s eyes. the service design process.Please visualise 1 of the 5characteristics of service designand hand this sheet to yourneighbor afterwards— from: ‘This is Service Design Thinking’ by Marc Stickdorn and Jakob Schneider3. Sequencing 4. Evidencing 5. HolisticThe service should be visualised as a Intangible services should be visualised The entire environment of a servicesequence of interrelated actions. in terms of physical artefacts. should be considered.

How?EXERC ISE 3

Sketch by Klara Lindner: ‘Ski
lift’

Sketch by Jan Schmiedgen: ‘Spotify’

Visual ThinkingTake-away

Take-away time-saving, not time-consuming rather
a bad drawing than no drawing facilitates every step of your processIcon: Samuel Q. Green / The Noun Project, Jakob Schneider / This is Service Design Thinking

Sketchnotes by Virginie Gailing

Book recommendationsEva Lotta Lamm: David
Sibbet: Kommunikations-‘Sketchnotes’ ‘Visual Meetings’ lotsen: ’bikablo 1’

Thanks foryour interest!servicedesignberlin.de@SD_Berlinfb.com/servicedesignberlin