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
