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Service Design Vancouver
WELCOME!
INTRODUCTIONS
Service Design
the process of making services we use
usable, easy, and desirable.
Service Design
A service consists of many touch points, and
how each interacts with one another, and with the various
user groups which determine the experience.
To design a great service, it is important to have ALL
service users in mind: staff, suppliers,customers, etc.
Service Design Process
some examples
4 Quadrant
Design Innovation Process
Image from:
101 Design Methods
By Vijay Kumar
The Design Process is...
Non-Linear & Iterative
Images from:
101 Design Methods
By Vijay Kumar
ITERATIVE
Double Diamond DESIGN PROCESS
Service Design Vancouverbuilding innovation + value for businesses and people
Service Design Double Diamond Process by Kaishin Chu is licensed under a
Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
Based on a work at http://kaishinchu.com.
Permissions beyond the scope of this license may be available at http://creativecommons.org.
RESEARCH INSIGHTS IDEATION
USER CENTRED
EMPATHETIC
NEEDS/VALUES
TOUCHPOINTS
BRAINSTORM
SPECIFIC
SOLUTIOINS
SPECIFICSOLUTIONS
PROTOTYPES
DISCOVER DEFINE DEVELOP DELIVER
GENERALPROBLEMSTATEMENT
SPECIFIC
PROBLEMS
DOUBLE DIAMOND PROCESS
designcouncil.org.uk
The Design Process is...
Non-Linear & Iterative
ITERATIVE
Service Design Vancouverbuilding innovation + value for businesses and people
Service Design Double Diamond Process by Kaishin Chu is licensed under a
Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
Based on a work at http://kaishinchu.com.
Permissions beyond the scope of this license may be available at http://creativecommons.org.
RESEARCH INSIGHTS IDEATION
USER CENTRED
EMPATHETIC
NEEDS/VALUES
TOUCHPOINTS
BRAINSTORM
SPECIFIC
SOLUTIOINS
SPECIFICSOLUTIONS
PROTOTYPES
DISCOVER DEFINE DEVELOP DELIVER
GENERALPROBLEMSTATEMENT
SPECIFIC
PROBLEMS
DISCOVERY PHASE
designcouncil.org.uk
Discovery Mindset
•Observe Everything
•Building Empathy
•Immersing in Daily Life
•Listen Openly
•Looking for Problems and Needs
DISCOVER DEFINE DEVELOP DELIVER
Discovery Toolkit
‣ Stakeholder maps
‣ User Shadowing
‣ Contextual Immersion
‣ Service Safari
‣ Contextual Expert & User
‣ Service Journey
Canvases (touch points)
‣ Interviews
‣ Five Human Factors
‣ User Diaries/Cultural
Probes
‣ The Five Whys
‣ Cultural Probes
‣ Remote Ethnography
‣ Market Research
‣ Many More...
DISCOVER DEFINE DEVELOP DELIVER
User Shadowing
•Observe a user directly, fly on the wall
•Gain understanding of how they interact with
the service and the environment/world
•Take notes, video record, dictaphone, etc.
•Complementary tool: Five Human Factors
DISCOVER DEFINE DEVELOP DELIVER
Contextual Immersion
•Researchers go on location to experience a
service first-hand
•Place yourself in the user’s shoe
•Take notes, video record, dictaphone, etc.
•Complementary tool: Five Human Factors
DISCOVER DEFINE DEVELOP DELIVER
Aims
•Gather information about real user needs
•Gain understanding and empathy about
other people’s experiences
•Witness barriers and opportunities for service
innovation
•Gather a collective understanding and begin
to identify what makes a great service
experience.
DISCOVER DEFINE DEVELOP DELIVER
Outputs
•Written or Visual artefacts of the event
•Drawings, videos, photographs
•Notes, checklists, spreadsheets
•The experience itself. You now have an in-
depth understanding of the service touch
points and experiences.
•The collective artefacts gained can then be
looked at in the DEFINE phase to help
identify all the possibilities for design.
DISCOVER DEFINE DEVELOP DELIVER
Learn by Doing
Find a partner to work with (5 mins)
Pick a scenario card to act out.
Pick up Immersion worksheets/guide.
Plan & Design the Research Groups ( )
We’ve chosen the groups: Space User & Mgr
Shadowing: (5 to plan, 15 to role play)
1- Co-work space user
1- Researcher
Immersion: (5 to plan, 15 to role play)
1- Co-work space user
1- Manager
Thank You !
http://facebook.com/groups/servicedesignvancouver
Facilitator: Kai Chu
@kaishinchu
http://kaishinchu.com

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Sarah Wong@sarahwongdesignhttp://sarahwongdesign.com

  • 4. Service Design the process of making services we use usable, easy, and desirable.
  • 5. Service Design A service consists of many touch points, and how each interacts with one another, and with the various user groups which determine the experience. To design a great service, it is important to have ALL service users in mind: staff, suppliers,customers, etc.
  • 7. 4 Quadrant Design Innovation Process Image from: 101 Design Methods By Vijay Kumar
  • 8. The Design Process is... Non-Linear & Iterative Images from: 101 Design Methods By Vijay Kumar
  • 9. ITERATIVE Double Diamond DESIGN PROCESS Service Design Vancouverbuilding innovation + value for businesses and people Service Design Double Diamond Process by Kaishin Chu is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License. Based on a work at http://kaishinchu.com. Permissions beyond the scope of this license may be available at http://creativecommons.org. RESEARCH INSIGHTS IDEATION USER CENTRED EMPATHETIC NEEDS/VALUES TOUCHPOINTS BRAINSTORM SPECIFIC SOLUTIOINS SPECIFICSOLUTIONS PROTOTYPES DISCOVER DEFINE DEVELOP DELIVER GENERALPROBLEMSTATEMENT SPECIFIC PROBLEMS DOUBLE DIAMOND PROCESS designcouncil.org.uk
  • 10. The Design Process is... Non-Linear & Iterative
  • 11. ITERATIVE Service Design Vancouverbuilding innovation + value for businesses and people Service Design Double Diamond Process by Kaishin Chu is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License. Based on a work at http://kaishinchu.com. Permissions beyond the scope of this license may be available at http://creativecommons.org. RESEARCH INSIGHTS IDEATION USER CENTRED EMPATHETIC NEEDS/VALUES TOUCHPOINTS BRAINSTORM SPECIFIC SOLUTIOINS SPECIFICSOLUTIONS PROTOTYPES DISCOVER DEFINE DEVELOP DELIVER GENERALPROBLEMSTATEMENT SPECIFIC PROBLEMS DISCOVERY PHASE designcouncil.org.uk
  • 12. Discovery Mindset •Observe Everything •Building Empathy •Immersing in Daily Life •Listen Openly •Looking for Problems and Needs DISCOVER DEFINE DEVELOP DELIVER
  • 13. Discovery Toolkit ‣ Stakeholder maps ‣ User Shadowing ‣ Contextual Immersion ‣ Service Safari ‣ Contextual Expert & User ‣ Service Journey Canvases (touch points) ‣ Interviews ‣ Five Human Factors ‣ User Diaries/Cultural Probes ‣ The Five Whys ‣ Cultural Probes ‣ Remote Ethnography ‣ Market Research ‣ Many More... DISCOVER DEFINE DEVELOP DELIVER
  • 14. User Shadowing •Observe a user directly, fly on the wall •Gain understanding of how they interact with the service and the environment/world •Take notes, video record, dictaphone, etc. •Complementary tool: Five Human Factors DISCOVER DEFINE DEVELOP DELIVER
  • 15. Contextual Immersion •Researchers go on location to experience a service first-hand •Place yourself in the user’s shoe •Take notes, video record, dictaphone, etc. •Complementary tool: Five Human Factors DISCOVER DEFINE DEVELOP DELIVER
  • 16. Aims •Gather information about real user needs •Gain understanding and empathy about other people’s experiences •Witness barriers and opportunities for service innovation •Gather a collective understanding and begin to identify what makes a great service experience. DISCOVER DEFINE DEVELOP DELIVER
  • 17. Outputs •Written or Visual artefacts of the event •Drawings, videos, photographs •Notes, checklists, spreadsheets •The experience itself. You now have an in- depth understanding of the service touch points and experiences. •The collective artefacts gained can then be looked at in the DEFINE phase to help identify all the possibilities for design. DISCOVER DEFINE DEVELOP DELIVER
  • 19. Find a partner to work with (5 mins) Pick a scenario card to act out. Pick up Immersion worksheets/guide. Plan & Design the Research Groups ( ) We’ve chosen the groups: Space User & Mgr Shadowing: (5 to plan, 15 to role play) 1- Co-work space user 1- Researcher Immersion: (5 to plan, 15 to role play) 1- Co-work space user 1- Manager