from graphic design to service design

!!!

World !

Slave Trade !

Outback !

Aboriginals !

Leprosy !

Manics !

Frankie !!!!!

Graphic Designer !

Service Designer

good at drawing!!

Design

‘Thinker’

T-shaped

Credit: Tim Brown IDEO

Double Diamond

brief solutions

disco

ver

discover

define

defin

e

deve

lop

develop

test

deliver

delive

r

hmm... services can be designed

Touch Points

User journey

Personas

Experience

Ethnographic Tools

Service Pain

You think you know your customers??

!!

Mark Twain once wrote !

"supposing is good, but finding out is better"

Know your customers Understand their values

Join them on their journey Improve / change service

brand = service

Card sets for user journey maps

service design??? !!

most people don’t know what it is! !

most don’t think they need it !

most don’t have a budget for it !

most can’t see what impact it has

oh yeah I get it... you’re ‘lean’

oh yeah that’s ‘agile’

but you are graphic designer!

Past Present Future

What doyou wantto achieve?

Pre-Service Present Service Post-Service

TouchpointJourney

Key Partners Relationships

Key Activities Helpfulness

Value Propositions Customer Segments Channels Brand

DESIGN THINKING

from this…

I want to speak to

michelle@roseinnesdesigns.com 02921 202250

!roseinnesdesigns.com

insightservicedesign.com !

@roseinnes @insightSD