Designing with a Service Perspective: A Bronx Tale

Laura Keller

6.23.11

Wayfinding information

Customer-facing volunteer (front-office)

Queue location

Communications/content

Planning and orchestrating…

… to create an effective service experience

People

Processes

Objects

Space Information

Technology

Infrastructure

Communications

Time

City = Service

City = Service

Re-vision-ing the Bronx Grand Concourse: A Community-Centered Approach

A strong sense of community exists: People, Diversity, Friendliness.

People have a desire to be proud of the Concourse and see its potential.

Missed opportunities to make people proud with perceived neglect leading to apathy.

People want to participate in the Concourse's future.

A vital future depends on a healthy present: meet basic needs first.

Applying a Service Perspective for Impact

Reframe design problems as service opportunities

Understand all experiential elements in concert

Focus less on being user-centered; co-creation is critical

1

Planning and orchestrating <what>…? to create an effective <what> service experience

2

3

http://www.misicompany.com/Bronx-Grand-Concourse/ http://grandconcourse100.org/

laura@laurakeller.net @ServiceDesignLK http://www.quora.com/Laura-Keller UXmatters.com

Danke!