Alongside TechnologyService Design on a Shoestring

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?

The forces of service designWhat drives out our good and bad service experiences?

Commercial service improvement context

LOYALTY

PERSONALISED

CROSS SELL

UP SELL

PROFIT

EFFICIENCY

CONSISTENCY

NPS

The forces of service experience

TechnologyEnvironment

& context

Interaction & dialogue

Channel

Technology

The forces of service experience

TechnologyEnvironment

& context

Interaction & dialogue

Channel

Environment & context

The forces of service experience

TechnologyEnvironment

& context

Interaction & dialogue

Channel

Interaction & dialogue

How to change on the cheapInteraction & dialogue, environment & context

Research

Stories powerfully communicate problems & opportunities

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

The forces of service experience

TechnologyEnvironment

& context

Interaction & dialogue

Channel

Training

Training: Knowledge

Training: Procedures

Training: Empathy skills

Personas give insight into

behavioral, social, emotional

& motivational attributes of

customers or end users

Trainin: Empathy

Training: Role play and critique

Training is forever

Kaizen & Co-Design

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

The forces of service experience

TechnologyEnvironment

& context

Interaction & dialogue

Channel

Changing motivations

Changing perceptions

Changing culture

What is the role of the designer?Do we belong here?

The drover-designer hybrid

Thank youTwitter me @colfelt

Twitter Different @DifferentUX