Service Design
This document discusses different design thinking tools for gathering user insights: - Cultural probes involve giving participants self-documentation packages like postcards, maps, cameras to provide insights into their emotions, values, and experiences when direct observation is not practical. One study used these probes to understand experiences of international students in Australia. - Customer journey maps document touchpoints and experiences across a service to better understand the user perspective. - Service safaris involve design professionals directly experiencing customer interactions with a service to identify exemplary aspects and opportunities for improvement. One example discussed Uber service safaris. - The Five Whys technique helps uncover root causes by asking "why" something occurred five levels deep.
Service Design
- 1. THIS IS SERVICE DESIGN THINKING www.thisisservicedesignthinking.com
- 2. Cultural Probes Information gathering packages via self-documentation Gain insight where observation isnt practical Inside someones head - emotions & values
- 3. http://teddyseyed.com/ Postcards I feel homesick when Studying here was Log Book Communication that migrant users had with their friends, family or colleagues overseas. Map Places I have lived, places where I have family, places where I have friends, places I have visited, and places I would live to live in the future. Camera TRANSNATIONAL MIGRATION IN AUSTRALIA AMONGST STUDENTS In 2008, Shanthi K Robertson wanted to explore, qualitatively, a particular group of migrants to Australia who were rapidly increasing; international students who were applying for residency when they completed their degrees. -collection of images returned included those from friends -log books provided and abundance of information, way more than interviews could have uncovered -patterns revealed about use of different technologies for staying connected.
- 5. Customer Journey Maps Information gathering packages via self-documentation Gain insight where observation isnt practical Inside someones head - emotions & values
- 10. Service Safaris Experiencing a service in the wild Get service providers to experience the customers perspective Expose design professionals to exemplary service
- 11. http://continuuminnovation.com/service-safari-luxury-for-the-masses/#.VGWmSfnF9uI Uber Service Safari by Continuum Data management in order to provide on-demand and reliable services, a robust backend is required to help track, aggregate, and present information back to your consumers as well as your staff. Consistency People expect consistency across digital channels as well as between physical and virtual touchpoints. Understanding what is important to people in diverse contexts is essential to designing this omni- channel experience Integration The proliferation of digital tools and providers is bombarding the consumer with choice. If services can understand what tools have been adopted and create partnerships rather than competitive products, the consumer will be more likely to adopt the new service. Mutual Respect Services that empower customers to own and author their experiences, which are delivered by empowered and passionate service staff can generate a positive feedback loop that contributes to service adoption and reuse.
- 13. The Five Whys