Post on 17-Oct-2014
description
transcript
A D V E N T U R E S I N S E R V I C E D E S I G NB O S T O N S E R V I C E J A M 2 0 1 4
S T E V E N F I S H E R
@stevenfisher
S T E V E F I S H E R I S M Y N A M E . A N D I B E L I E V E S E R V I C E D E S I G N C A N S AV E T H E W O R L D .
So, Who the Heck is This Guy?
• 3 Time Entrepreneur (2 Sold) • Head of Experience for SeaChange • Co-Founder, Revolution Factory • Advisor (Protoshare. H2i, Startup Institute) • 20 Yrs Product Designer • 8 of them with agencies (Digitas, Sapient) and consulting firms • Film Producer • Yoga Teacher • Slow Runner • Fast Eater Connect with me:
/TheStevenFisher
/StevenFisher /StevenFisher
/StevenFisher
L E T ’ S G E T R O L L I N G …
Today we are going to talk about Service Design and the Adventures You Can Take
T H E M E T H O D
T H E M E T H O D
TO EFFECTIVELY DESIGN FOR SOMEONE, YOU HAVE TO KNOW WHO YOU ARE DESIGNING FOR
T H E M E T H O D
TO EFFECTIVELY DESIGN FOR SOMEONE, YOU HAVE TO SEE
THINGS FROM THEIR POINT OF VIEW.
T H E M E T H O D
You can start with Personas…
T H E M E T H O D
But Traditional Ones Take Time…
..Lots of Time.
T H E M E T H O D
So You Can Use Proto-Personas…
..Quick and Effective.
Source: https://uxmag.com/articles/using-proto-personas-
for-executive-alignment
T H E M E T H O D
So You Can Use Proto-Personas…
..Quick and Effective.
A S K E T C H O F T H E I N D I V I D U A L , A N A M E ,
A N D S O M E B A S I C D E M O G R A P H I C S
B E H AV I O R S A N D B E L I E F S O F T H E
P E R S O N A
D E M O G R A P H I C S N E E D S A N D G O A L S
T H E M E T H O D
Then You Need an Empathy Map…
T H E M E T H O D
Empathy Maps Chart the Soul of …
..the Issue to Define the Problem and the Context in which you need to solve it.
T H E M E T H O D
And Finally a Journey Map…
T H E M E T H O D
Journey Maps Chart the Course…
..Because this about the Journey and not just the Destination.
T H E F R A M E W O R K
T H E F R A M E W O R K
T H E E X A M P L E S
T H E E X A M P L E S
Source: Megan Groki, Mad Pow
T H E E X A M P L E S
Source: http://www.thosepeskyusers.com/wp-content/uploads/2010/12/customer-experience-map.jpg
T H E E X A M P L E S
Source: http://bridgeable.com/work/therachoice/
T H E E X A M P L E S
Source: http://www.adaptivepath.com/ideas/the-anatomy-of-an-experience-map/
T H E E X E R C I S E
T H E E X E R C I S E
T H E E X E R C I S E
T H E E X E R C I S E
T H E E X E R C I S E
How would you redesign this experience?
T H E E X E R C I S E
T H E E X E R C I S E
• Let’s make a quick persona
• Let’s draft an empathy map
• Let’s flow out a journey
T H E E X E R C I S E
T H E E X E R C I S E
The Case: http://www.freshtilledsoil.com/transit-transformation-mbta-website-redesign-challenge/
The Live Demo: http://willdickey.me/mbta/#
G R E AT R E S O U R C E S
• http://designingcx.com/cx-journey-mapping-toolkit/https://uxmag.com/articles/using-proto-personas-for-executive-alignment
• http://www.slideshare.net/sstarmer/how-to-design-for-the-future-cross-channel-experience-design-13899852
• http://www.slideshare.net/joyce_hostyn/writing-great-experiences-customer-experience-journey-maps
• http://www.pinterest.com/LupingYeh/customer-journey-map/
• http://www.pinterest.com/uxjam/journeys/
• http://www.servicedesigntools.org/tools/8
• http://www.adaptivepath.com/ideas/the-anatomy-of-an-experience-map/
• https://speakerdeck.com/megangrocki/customer-journey-mapping-illustrating-the-big-picture
A N D D O N ’ T F O R G E T…
… E N J O Y T H E J O U R N E Y.