Alongside Technology - Service Design on a Shoestring
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Transcript of Alongside Technology - Service Design on a Shoestring
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Alongside TechnologyService Design on a Shoestring
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The rundown…
The forces of service experience Systems Environment & context Interaction & dialogue
How to change on the cheap Improvement without touching technology
What is the role of the the designer?
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The forces of service designWhat drives out our good and bad service experiences?
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Commercial service improvement context
LOYALTY
PERSONALISED
CROSS SELL
UP SELL
PROFIT
EFFICIENCY
CONSISTENCY
NPS
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The forces of service experience
TechnologyEnvironment
& context
Interaction & dialogue
Channel
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Technology
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The forces of service experience
TechnologyEnvironment
& context
Interaction & dialogue
Channel
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Environment & context
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The forces of service experience
TechnologyEnvironment
& context
Interaction & dialogue
Channel
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Interaction & dialogue
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How to change on the cheapInteraction & dialogue, environment & context
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Research
Stories powerfully communicate problems & opportunities
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The desire todictate change
“It is the State which educates its citizens in civic virtue, gives them a consciousness of their mission and welds them into unity.”
~ Benito Mussolini
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The forces of service experience
TechnologyEnvironment
& context
Interaction & dialogue
Channel
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Training
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Training: Knowledge
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Training: Procedures
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Training: Empathy skills
Personas give insight into
behavioral, social, emotional
& motivational attributes of
customers or end users
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Trainin: Empathy
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Training: Role play and critique
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Training is forever
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Kaizen & Co-Design
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How?
Problem
Experience Research
SolutionsProblems &
Consequences
Principle
WHAT HOW
Solution
Customers resent being transferred to another person and repeating themselves
One-stop resolution
Subject matter expert coaches available at all times
Co-design workshops
Continuous conversations
Protocol on detailed handovers
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The forces of service experience
TechnologyEnvironment
& context
Interaction & dialogue
Channel
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Changing motivations
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Changing perceptions
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Changing culture
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What is the role of the designer?Do we belong here?
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The drover-designer hybrid
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Thank youTwitter me @colfelt
Twitter Different @DifferentUX