This video does an excellent job of answering this question.
Showing posts with label Service Design. Show all posts
Showing posts with label Service Design. Show all posts
Thursday, August 30, 2012
Service Design and User Experience: Same or Different?
This video does an excellent job of answering this question.
Sunday, March 20, 2011
Chicago Service Jam'11 Final Video Presentation
Chicago Service Jam 2011 Submission - Swoop from Jennifer Wittman on Vimeo.
Description: Swoop! a service platform empowering people to better their communities one deed at a time. People would like to contribute to the community but often can’t commit to a set schedule. The Swoop! platform allows community members to identify and address local challenges,engages members of the community to solve those challenges, and reap the rewards. Using either their smart phone or home computer, Swoop! users can record social ills such as,trash in the neighborhood, graffiti or snow build up. These needs are posted as ‘missions’ for other members of the community to tackle. Each mission is assigned a point value based on the urgency. Missions can grow in urgency as other people also mark them as an issue. People can then accept the mission, complete the task, and win the points. Points are used toward acquiring community awards like neighborhood beautification, school improvements, or additional resources. Swoop! helps people work together to create super communities The Swoop! ecosystem and photos from the process can be found on our site at http://www.chicagoservicejam.org/Saturday, March 5, 2011
Chicago Service Jam '11
On Friday March 11th, people in nearly 50 cities around the world will be getting together over 48 hours for the first Global Service Jam. Working with a shared theme, we will design and rapid-prototype services. It will be a chance to learn more about service design and service design techniques… by ‘doing’. We’ll be uploading the results onto Global Service Design HQ Hub… and all the designs will be presented to the world!
The Chicago Service Design Jam Host Byron Stewart invites Chicago area non-profits, designers, creatives, entrepreneurs, academics, and students to participate in the global experience at Conifer Research. Come work with and learn from our amazing Team of Design Coaches.
Scholarships available!
Tickets are going fast Please registar TODAY!
The Details:
Dates: Friday, March 11th through Sunday, March 13th.Time: Starting 5:30pm Friday, March 11th. until 4:00pm Sunday March 13th.Host Location: Conifer Research 67 East Madison Street Suite 1900 Chicago, Illinois 60603
http://www.chicagoservicejam.org/
http://www.globalservicejam.org/
Saturday, February 19, 2011
Service Design Thinking for Non-profits
DD+D invites non-profit professionals to attend a free Service Design Thinking (SDT) workshop at the IIT Institute of Design. SDT is an innovative tool to improve client outcomes, enhance employee satisfaction, and increase program impact. To learn more
http://www.dramaticdiversity.com/images/Promo.pdf
This event is one of the offerings of the Chicago Service Jam '11 For more info on the Jam http://www.chicagoservicejam.org/
Sunday, October 10, 2010
Service Designers - What's their job?
Here is Dianna Miller's reply to a question regarding finding employment in the Service Design field that I found helpful. What do you think?
(This is from the IxDA discussion board.)
I can answer from the perspective of how I teach service design here at SCAD. First, a couple things to recognize if you're looking for a job in service design in the US:
1. Service Design as a discipline under that name is currently more widely practiced and understood in Europe (especially in the UK) than it is in the US. There are a few contributing factors to this, but suffice to say, this is where many jobs under that title are currently located (other countries are Australia, India, Brazil, and Korea). This is not an exhaustive list.
2. Some of what I will describe as service design may, in fact, be practiced by people on this forum who have job titles other than Service Designer. This depends largely on the nature of the design problem/space they are working in. You may find a job where it would make sense to use service design methods as an interaction or user experience designer.
3. Service design work in traditional service sectors such as hospitality and transportation likely include human-human, as well as computer-human, touchpoints. These sectors already have positions for designers working on brand-as- service experience and they are probably not called service designers. Software-as-a-Service jobs are much more likely to be filled by interaction designers who may adopt and adapt some service design tools (see #2). Healthcare and public services are important sectors where I believe we're more likely to see jobs emerging for service designers who work with a methodology that is distinct from UCD although certainly related to it (see below).
I'll answer the questions in reverse:
What types of projects could a Service Designer participate in?
I'm not sure we *design* services; rather, we design *for* services. Service happens when one person (or group) exchanges value with another person (or group). This exchange (called a touchpoint in SD parlance) can happen online, on the phone, in person...doesn't matter. It can be a provider-consumer, employee-employee, provider-partner exchange, etc. What is important here is that it is between people, even when intermediated by a device. Because it's between people, we can't always predict what the exchange will be and certainly can't control the exchange as designers.
What we *can* do is design the elements, resources, affordances, interventions (call them what you will) that both providers and consumers use to create this value exchange. Service Designers design the facilitating aspects of a service: the service medium, platform, stage (again, call it what you will).
Service designers refer to these elements that we design (or design for) as the five Ps of service design: people, props (a.k.a. product), place, process, partnerships.
Therefore, a group working on the design for a service might produce:
PEOPLE: service scripts, protocols for employees; feedback channels for customers
PROPS: product design or graphic design of the artifacts used by the service
PLACE: architecture or interior design of the service's location(s); interaction design within the virtual environment
PROCESS: workflows (rituals) and workflow affordances between customer and employee, employee and employee, etc.
PARTNERSHIPS: contracts, proposed relationships between partners to improve the value proposition of the service
Many of these elements are outside the range of any one designer's skillset. Which brings us to...
How do you define a service designer in terms of skills and qualifications?
1. service designers are not the subject matter experts of what they are designing. Therefore their value as designers lies in their ability to bring the benefits of their design process to the people who are the experts: these people are the service providers, partners, and service consumers. Service designers therefore must be good design facilitators: they listen, observe well and can mirror, reframe others' ideas and perceptions.
2. The tools of design facilitation are the same as design: it's all about modeling. Service designers have skills in innovative modeling (visual, sensorial representations: 2D, 3D, 4D + enactment) that we use to help Subject Matter Experts (SMEs) and consumers envision and concretize their own ideas, as well as give feedback on the ideas of others. We use concept modeling to experience prototyping to engage service users directly in the design process. It's this ability to facilitate group ideation and viscerally SHOW (not tell about) the impact of the service that aids in holistically managing the complexity of it.
Side note: Since service design is about the relationships between actors in a service system and the cross functional flow of activity between these actors, you'll note that service designers talk a lot about two specific models: the service ecology (a.k.a actor map) and the blueprint (a.k.a in business as a cross-functional flowchart with "swimlanes").
3. Another important aspect is that service designers facilitate this design process among the SMEs by engaging them in co-design activities. In other words, we do user research, but we don't stop there: we actively engage users of the service system in the design process. It's paramount to engage service users in the design process because we are designing for a system, a platform, and NOT, as an end, for targeted users interacting with the designed thing. We solicit and engage the ideas of various stakeholders to understand how they want to interact with each other. We test the elements of the service with them through experience prototyping so we can see how they, as individuals, complete the experience. In this way, we have the chance to see what kinds behaviors/interactions will emerge.
In other words, service designers are prototyping a future to see how people will create value *with each other* once these designed contexts and resources are implemented and available to them.
I'd like to make one point on the subtle, but important distinction between User-Centered Design methodology and a systems-focused methodology like Service Design. Research and design in the UCD process focuses on representative users for whom we design tools, experiences. Service Design is also user-centric and a service project may certainly require UCD tools and methods such as user modeling, but when we're researching for the service system itself, we're looking at the unique perspectives and activities of the various stakeholders in the system to understand the synergies, breakdowns, workflows, influences between them. The resulting design heuristics are then likely to be for the platform, even though the design is ultimately for the benefit of the users.
(This is from the IxDA discussion board.)
I can answer from the perspective of how I teach service design here at SCAD. First, a couple things to recognize if you're looking for a job in service design in the US:
1. Service Design as a discipline under that name is currently more widely practiced and understood in Europe (especially in the UK) than it is in the US. There are a few contributing factors to this, but suffice to say, this is where many jobs under that title are currently located (other countries are Australia, India, Brazil, and Korea). This is not an exhaustive list.
2. Some of what I will describe as service design may, in fact, be practiced by people on this forum who have job titles other than Service Designer. This depends largely on the nature of the design problem/space they are working in. You may find a job where it would make sense to use service design methods as an interaction or user experience designer.
3. Service design work in traditional service sectors such as hospitality and transportation likely include human-human, as well as computer-human, touchpoints. These sectors already have positions for designers working on brand-as- service experience and they are probably not called service designers. Software-as-a-Service jobs are much more likely to be filled by interaction designers who may adopt and adapt some service design tools (see #2). Healthcare and public services are important sectors where I believe we're more likely to see jobs emerging for service designers who work with a methodology that is distinct from UCD although certainly related to it (see below).
I'll answer the questions in reverse:
What types of projects could a Service Designer participate in?
I'm not sure we *design* services; rather, we design *for* services. Service happens when one person (or group) exchanges value with another person (or group). This exchange (called a touchpoint in SD parlance) can happen online, on the phone, in person...doesn't matter. It can be a provider-consumer, employee-employee, provider-partner exchange, etc. What is important here is that it is between people, even when intermediated by a device. Because it's between people, we can't always predict what the exchange will be and certainly can't control the exchange as designers.
What we *can* do is design the elements, resources, affordances, interventions (call them what you will) that both providers and consumers use to create this value exchange. Service Designers design the facilitating aspects of a service: the service medium, platform, stage (again, call it what you will).
Service designers refer to these elements that we design (or design for) as the five Ps of service design: people, props (a.k.a. product), place, process, partnerships.
Therefore, a group working on the design for a service might produce:
PEOPLE: service scripts, protocols for employees; feedback channels for customers
PROPS: product design or graphic design of the artifacts used by the service
PLACE: architecture or interior design of the service's location(s); interaction design within the virtual environment
PROCESS: workflows (rituals) and workflow affordances between customer and employee, employee and employee, etc.
PARTNERSHIPS: contracts, proposed relationships between partners to improve the value proposition of the service
Many of these elements are outside the range of any one designer's skillset. Which brings us to...
How do you define a service designer in terms of skills and qualifications?
1. service designers are not the subject matter experts of what they are designing. Therefore their value as designers lies in their ability to bring the benefits of their design process to the people who are the experts: these people are the service providers, partners, and service consumers. Service designers therefore must be good design facilitators: they listen, observe well and can mirror, reframe others' ideas and perceptions.
2. The tools of design facilitation are the same as design: it's all about modeling. Service designers have skills in innovative modeling (visual, sensorial representations: 2D, 3D, 4D + enactment) that we use to help Subject Matter Experts (SMEs) and consumers envision and concretize their own ideas, as well as give feedback on the ideas of others. We use concept modeling to experience prototyping to engage service users directly in the design process. It's this ability to facilitate group ideation and viscerally SHOW (not tell about) the impact of the service that aids in holistically managing the complexity of it.
Side note: Since service design is about the relationships between actors in a service system and the cross functional flow of activity between these actors, you'll note that service designers talk a lot about two specific models: the service ecology (a.k.a actor map) and the blueprint (a.k.a in business as a cross-functional flowchart with "swimlanes").
3. Another important aspect is that service designers facilitate this design process among the SMEs by engaging them in co-design activities. In other words, we do user research, but we don't stop there: we actively engage users of the service system in the design process. It's paramount to engage service users in the design process because we are designing for a system, a platform, and NOT, as an end, for targeted users interacting with the designed thing. We solicit and engage the ideas of various stakeholders to understand how they want to interact with each other. We test the elements of the service with them through experience prototyping so we can see how they, as individuals, complete the experience. In this way, we have the chance to see what kinds behaviors/interactions will emerge.
In other words, service designers are prototyping a future to see how people will create value *with each other* once these designed contexts and resources are implemented and available to them.
I'd like to make one point on the subtle, but important distinction between User-Centered Design methodology and a systems-focused methodology like Service Design. Research and design in the UCD process focuses on representative users for whom we design tools, experiences. Service Design is also user-centric and a service project may certainly require UCD tools and methods such as user modeling, but when we're researching for the service system itself, we're looking at the unique perspectives and activities of the various stakeholders in the system to understand the synergies, breakdowns, workflows, influences between them. The resulting design heuristics are then likely to be for the platform, even though the design is ultimately for the benefit of the users.
Friday, September 24, 2010
IxDA announces launch LocalD- Service + Design
Here is a video from our September Interaction Design Association (IxDA) meeting where we announced our launch of IxDA's LocalD (Service & Design Placement) and our collaboration with Northwestern's Design for America program.
Jeff Leitner and Jason Ulaszek also presented "UX for Good".
An interactive workshop where we worked on solutions for Streetwise Magazine.
A magazine sold by Chicago's homeless community.
Jeff Leitner and Jason Ulaszek also presented "UX for Good".
An interactive workshop where we worked on solutions for Streetwise Magazine.
A magazine sold by Chicago's homeless community.
For more info on UX for Good please see http://www.ux4good.com/
Jeff is dean of The Insight Labs, a pro-bono program that enlists top business and brand strategists to help non-profits and government agencies. The labs themselves are raucous, 3-hour meetings and, beginning in October, digital events to broaden and deepen the best thinking from the live sessions. Jeff is also a partner in Cause Strategy, a senior strategist with Manifest Digital and founder of 10,000 Blankets. He is a former lobbyist, political operative, newspaper reporter, kibbutznik and social worker. Likes: systems thinkers. Dislikes: timidity, olives.
Publicly, Jason is a leader in the user experience practice at Manifest Digital, adjunct faculty at DePaul University and consultant to start-ups and small businesses. Privately, he's a crazed evangelist for interaction design - accosting strangers with sermons on the value of user-centered design in solving business and social problems. He is a former shoe salesman, animal clinic handyman and telemarketer. Likes: great beer, impossible challenges. Dislikes: negativity, olives.
Byron is a local leader for IxDA ,was a participant in one of Jeff"s Insight Labs for the Chicago Sinfonietta and was a Boot Camp presenter for DfA'10.
Jeff is dean of The Insight Labs, a pro-bono program that enlists top business and brand strategists to help non-profits and government agencies. The labs themselves are raucous, 3-hour meetings and, beginning in October, digital events to broaden and deepen the best thinking from the live sessions. Jeff is also a partner in Cause Strategy, a senior strategist with Manifest Digital and founder of 10,000 Blankets. He is a former lobbyist, political operative, newspaper reporter, kibbutznik and social worker. Likes: systems thinkers. Dislikes: timidity, olives.
Publicly, Jason is a leader in the user experience practice at Manifest Digital, adjunct faculty at DePaul University and consultant to start-ups and small businesses. Privately, he's a crazed evangelist for interaction design - accosting strangers with sermons on the value of user-centered design in solving business and social problems. He is a former shoe salesman, animal clinic handyman and telemarketer. Likes: great beer, impossible challenges. Dislikes: negativity, olives.
Byron is a local leader for IxDA ,was a participant in one of Jeff"s Insight Labs for the Chicago Sinfonietta and was a Boot Camp presenter for DfA'10.
Byron also performed as a Streetwise vendor "Spark" during the "UX for Good" workshop.Sparks are those people that make you shake your head and say “what was that?!”. They inspire others by the work they’re doing through the way they question the norm and illustrate a different, better future. They are the innovators in their field. And, they like to mix it up.
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