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AMBIENTS INTELLIGENCE MEETS SERVICE EXPERIENCE DESIGN
EXPERIENCESEEKING FOR THE BEST
Template for design documents © Ixonos Plc I 2
/01 WELCOME AND INTRODUCTIONS /02 SERVICE EXPERIENCE DESIGN /03 PERSUASIVE DESIGN /04 THE WEB EVOLUTION /05 THE AGE OF SHIFTING THE VALUES
10MINBREAK(ATABOUT2.15PM)
/06 IOT SERVICE KIT /07 HANDS ON WORK /08 WRAP-UP
AGENDA
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01 // TEAM
// JANE VITA Service Design Lead / Ixonos
Jane Vita has several years of experience in
digital services and media, including cross
platform design, digital strategy, digital
reputation, and performance. Throughout her
career, she has helped to create new digital
services and transform existing ones with
clients including Nokia, Samsung, Ericsson,
Volvo, Renault, Marcopolo, Porto Seguro,
Nokian Tyres, Iittala, Viking Line, Safmarine,
YIT, and Fira.
// MARIA LUMIAHO Service Design Lead / Futurice
Maria Lumiaho is a designer driven by a
sense of wonder and curiosity for a brighter
future together. Her areas of expertise include
Digital Strategy, Service Design, Experience
Design & Interaction Design. She has
envisioned and transformed digital services
for a wide variety of clients including Airbus,
BMW, Volkswagen, Finnair, Helsinki Airport,
Germanwings, and Nespresso.
Who we are :)
Twitter@JANEVITA
@MARIALUMIAHO
#IXD17
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02 // SERVICE EXPERIENCE DESIGN
When designing experiences you should ask yourself, who are you designing for and what is the experience your target audience is seeking.
User experience design won’t work in every situation for every user because, as human beings, we are all different.
The best we can do is design for specific experiences and highlight certain behaviours, but we can’t impose or predict the actual experience itself.
You have to leave your comfort zone and talk with users and stakeholders, observe them.
They will not design your service though, but they will give you valuable insights to create and promote the best experience.
Service Experience Design
Who The best Insights“It is not enough that
we build products that function, that are understandable and
usable, we also need to build products that
bring joy and excitement, pleasure and fun, and,
yes, beauty to people’s lives.”
Don Norman
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TASKS &EXPERIENCESUser Experience Hierarchy of Needsby Stephen P. Anderson
Focus on experiences driven by what your users want to do rather than business objectives or the mechanics of delivering your service.
03 // PERSUASIVE DESIGN
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01 02 03
Getting from tasks to experiencesFocus on business 01, 02, 03
FUNCTIONAL
RELIABLE
USABLE
A Functional experience means that you service works well.
It works but it is also trustful, it guarantees performance and achieving the goal is possible.
It works, it is trustful but it is also easy to use, and the end-user can experience it more intuitively.
03 // PERSUASIVE DESIGN
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04 05 06
Getting from tasks to experiencesFocus on user needs 04, 05, 06
CONVENIENT
PLEASURABLE
MEANINGFUL
It is fitting in well with a person's needs, activities, and plans. It also has all the previous properties.
It is enjoyable, the person will lose the sense of time, because it is great to be there.
It has a personal attachment, it will achieve your memory or it will match with your beliefs. It has a personal meaning.
03 // PERSUASIVE DESIGN
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07 // HANDS ON WORK
Creatively think about tech Hands on work part 1/4
40 minBrainstorm about a persona and the many possibilities technology can play on enabling her/him to achieve different goals. Please, don't spend much time in making sense of the journey or the service, the goal is to get to know the technologies.
ToolsIOT SERVICE KITIt is a co-creative tool for
exploring user-centric
interactive scenarios. The
goal is to let user experience
drive the process of merging
physical and digital realities
into successful digital
services. http://iotservicekit.
com/
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07 // HANDS ON WORK
Refine the context Hands on work part 2/4
40 minRevisit the scenario and think about other elements that will help you to refine the context, such as what changes when the time or even season changes, what are the other objects that are placed around, among other things. How these new elements can add to the experience you have just created? Change your scenario as many times you want until you get a satisfactory path that leverage technology.
ToolsIOT SERVICE KIT
It is a co-creative tool for
exploring user-centric
interactive scenarios.
The goal is to let user
experience drive the
process of merging
physical and digital
realities into successful
digital services.
http://iotservicekit.com/
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07 // HANDS ON WORK
Persuasive design Hands on work part 3/4
20 minRevisit the scenario and now using the behaviour cube think what will motivate the user to interact with the technology you just built in that space. Use post-it notes to visualize the triggers.
ToolsBEHAVIOUR CUBEBig behaviour questions
and answers with lists
of valid motivators you
could consider during
development.
http://www.poetpainter.com/
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07 // HANDS ON WORK
Group presentationHands on work part 4/4
YOUR IMAGINATIONImagination is the most
powerful thing that
humans have and it is
very useful, don't limit
yourself.
Tools20 minTake your time to create the best way to share your scenario with the groups. Let us know how the process helped you to come up with the current solution. Please, share also the questions you have about the process.
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Users should be encouraged to explore and have autonomy to select their next steps and immerse in specific interaction points. Rather than paths, sandboxes are not shaping behaviour, instead they create engagement and keep user in control.
They will decide what happens, how they will play with your service building blocks, that were being assigned with a contextual meaning.
This system thinking though, do not apply to all kinds of services, but it works for places with specific purpose (e.g. library, university, smart home).
08 //WRAP-UP
How do we create engagement by designing sandboxes, rather than paths?
"Shape and influence a user’s path, to creating
engaging environments where people may
determine how and under what circumstances
to best engage with a system."
Stephen P. Anderson
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08 //WRAP-UP
RECAP • We briefly talked about what is important to consider when
designing a service experience.
• We tried to use technology creatively to see where it could lead & what can be done.
• We introduced and used IoT Service Kit and Behaviour Cube to leverage technology meaning and its content in the service experience.
• We collectively presented our scenarios and got feedback.
• We gave insights about what to expect next.
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Jane Vita Service Design Lead
@janevita [email protected] https://www.linkedin.com/in/janevita/
Maria Lumiaho Service Design Lead
@marialumiaho [email protected] https://www.linkedin.com/in/marialumiaho
Thank you!