ServiceDesignDrinks

N E S T / J A N U A R Y 2 3 , 2 0 1 2

VisualThinking

Overview

Why?

What?

How?

When?

Who?

+ Sketching excercises

MartinUser Experience,Nokia

KatrinPhD Candidate,University ofPotsdam

Who are we?

OlgaCommunityManager,Stylemarks

ManuelDesigner,Fjord

What?

people write a lot:e-mails, tweets,posts, strategypapers, specifications,etc.

this is about beingmore visual —not exclusively, yetadditionally

Why?

the human brainuses 70% of itscapacity tohandle visualinformation

text only is harderand more slowlyprocessable

“I never read, I just look at pictures.”

— A N DY W A R H O L Artist

* – many other people do so too – just think of the phrase “A picture is worth a thousand words” or simply advertising

*

Dual coding theoryby Allan Paivio

Why?

DogDog

combined verbal &visual informationis stored in two parts of the brainand hence better memorised

Icon

: Ran

dal

l Bar

rig

a /

The

Nou

n P

roje

ct

to communicate a thought

to provoke reactions & to get feedback

to organise & memorise

to structure your own thoughts

Why?

Icon: Sergey Bakin / The Noun Project

When?

When?

clustering & sorting insights

note taking in research

visual prototyping

idea generation

concept presentation

visualising during implementationIcon: iconoci, Ugur Akdemir, Chris Lee / The Noun Project

How?

Exercises

EXERCISE 1

Basics for people,emotions, objects &symbols

EXERCISE 2

Visualise the5 aspects ofservice design

EXERCISE 3

Illustrate yourfavourite service

How?

Icon: Ricardo Mira da Silva / The Noun Project

How?EXERCISE 1

VISUAL TH INK ING FOR SERVICE DES IGN

1. User-centeredServices should be experienced throughthe customer’s eyes.

2. Co-creativeAll stakeholders should be included inthe service design process.

3. SequencingThe service should be visualised as asequence of interrelated actions.

4. EvidencingIntangible services should be visualisedin terms of physical artefacts.

5. HolisticThe entire environment of a serviceshould be considered.

Please visualise 1 of the 5characteristics of service designand hand this sheet to yourneighbor afterwards

— from: ‘This is Service Design Thinking’ by Marc Stickdorn and Jakob Schneider

How? EXERCISE 2

How?EXERCISE 3

Sketch by Klara Lindner: ‘Ski lift’

Sketch by Jan Schmiedgen: ‘Spotify’

Visual ThinkingTake-away

Take-away

time-saving, not time-consuming

rather a bad drawing than no drawing

facilitates every step of your process

Icon: Samuel Q. Green / The Noun Project, Jakob Schneider / This is Service Design Thinking

Sketchnotes by Virginie Gailing

Book recommendations

Eva Lotta Lamm:‘Sketchnotes’

David Sibbet:‘Visual Meetings’

Kommunikations-lotsen: ’bikablo 1’

Thanks foryour interest!

servicedesignberlin.de

@SD_Berlin

fb.com/servicedesignberlin