Jam me a service Designing a cross-channel experience

The story about

= Customer eXperience= salesmen pitch

:(

:) = “The big picture” approach= easier to explain/sell than UX

Service Design

Maribor, Slovenia

Global Service Design Jam

48 hours to design an innovative service

About the Jam then

15 (regular) participants + 3Gardeners, artists, nurses, developers, designers, students, elderly.

About the Jam then

- SWOT. - Business plan+ users

Double Diamond

The tools

User Journey Map, User ShadowingPersonas, Brainstorming, Design BriefExperience Prototyping, Service BlueprintsScenarios, Experience Maps

The Challenge(s)

UCD & PD, UX & IxD with non-designersDiverse audienceActive participation / motivationLateral, design thinking

8/16 Halfway done

- 2 participants the first day

“I don’t get it, sorry.“

Data. Data. Data.

So, how are we?

Data into information into insight

Information onto journey map = reference point

Design & show & tell & repeat

Make sense, please

Glue & bridge. “Aaah, we are on the same page.“

Tool for synthesizing ideas

Tool for sense making

Tool for service prototyping

IA as a...

Designing a true cross-channel experience

Users = wicked designers

More please

More, please

Damjan Obal@damjanobalUniverza v Mariboru /blok_blok

not me, but Jernej >