All posts about
Service design

Smaller, better, faster, and stronger: Remaking government for the digital age

Added on 2 September 2013 Peter Bogaards
Or how digital disrupts government as well.

“The internet is changing our world in more ways than we could ever have imagined. And as it reaches into every corner of our lives, it is transforming our relationships with one another, the jobs we do and the ways we spend our time. For the organizations living through these changes, the operating environment has changed profoundly. Around the world, industry after industry has been turned on its head by the internet and the things that digital technology makes possible. But when we look back over the last two decades, nowhere has the internet revolution been felt less than in the business of government. To its credit, the current administration has made a real effort to up the pace of reform. Much progress has already been made, spearheaded by the new Government Digital Service. The Government Digital Strategy lays out what more there is to do over the next two years. That the government goes on to achieve the goals it has set itself is tremendously important. It is also only the beginning.”

(Chris Yiu with Sarah Fink ~ Policy Exchange)

Designing for services beyond the screen

Added on 26 June 2013 Peter Bogaards
CX design thinking to the rescue.

“(…) services aren’t made on an assembly line. They are complex and difficult to get right, because your users might interact with the service across a wide array of touchpoints. You can’t predict precisely which of them each user will need, in what order she will encounter them, and who will help her along the way. The service is experienced differently by every person, because every person is different.”

(Andy Polaine a.k.a. @apolaine ~ A List Apart)

Service design in the physical space and why it makes sense to design for a minority

Added on 18 June 2013 Peter Bogaards
Edge cases are a lot of fun.

“Instead of using the default route and using bricks and mortar to solve a problem in the physical space, which is what architects are good at, this case shows that service designers offer an alternative approach. An approach that is focused on understanding the behavior of people in the space.”

(Marc Fonteijn ~ 31Volts)

Improving UX with customer journey maps

Added on 30 May 2013 Peter Bogaards
CX or UX? Who cares. Users are customers for capitalists.

“The necessity of providing user satisfaction on every key touchpoint in your business is critical to your success. The issue, however, is identifying those crucial touchpoints. Customer journey maps could be an incredibly helpful solution in this area.”

(Jacek Samsel ~ Six Revisions) ~ courtesy of thomasmarzano

Service design for UX designers

Added on 13 May 2013 Peter Bogaards
Explaining it to UX designers is one thing, to your mother is another.

“If you are in an agency or consultancy environment, you might categorise service design as part of user experience and/or experience strategy. If you come from a product environment, service design might vibrate more to what you consider as product management and business design. In a nutshell, service design is delivering a designed experience onto different levels of actors with a more holistic approach in mind. Let me elaborate on that.”

(Patrick Neeman a.k.a. @usabilitycounts ~ Usability Counts)

Defining Design ‘as agent of change’

Added on 13 May 2013 Peter Bogaards
Service design and change. Any design field is a changer.

“Framing a people-centred design challenge as a service design project, will always initially require lots of pursuasive communications. This is why my focus is now on the generative research, co-discovery and co-design fuzzy front end of the design process, where you begin by understanding the experiences of people who are the new design experts, but who are too often ignored in design process.”

(Richard Louis Arnott ~ Curiosity Junkie)

Feeling, thinking, doing Service Design

Added on 3 May 2013 Peter Bogaards
Service design as the vehicle for adding corporate value: E2 (‘Experience Engineering’).

“I believe that the strategic process of experience engineering is why it is imperative that the benefits of Service Design are communicated to and supported by people working at the highest organisational business level.”

(Richard Arnott a.k.a. @servicejunkie ~ Curiosity Junkie)

Design for public good

Added on 2 May 2013 Peter Bogaards
Governments is some countries are stepping up regarding design and their added value for citizens.

“Design is a key source of innovation and therefore part of the solution to the growth challenge Europe is facing. Every day we see start-up businesses inspired by design and creative thinking, and leading global enterprises using it as a means to boost business development and gain competitive advantage. Worldwide there is also an increasing focus on how design and other creative skills can contribute to a green transition. A major part of a product’s environmental footprint is defined through the early design phase, so many environmental issues can be solved by focusing on reducing environmental impact early in the development process. Rapid urbanisation is another example. The rise of mega-cities with millions of inhabitants is increasing the need for design solutions both technical and social that can meet the challenge of creating sustainable urban environments on a huge scale.”

(Design Council)

Service Design: Designing cross-channel service experiences

Added on 26 April 2013 Peter Bogaards
Listen to the thoughts, insights and ideas on service design of this illustrious trio.

“We’ll start with a brief introduction to Service Design and cover a case study from an insurance company to demonstrate its key service design ideas and methods. Gjensidige – Norway’s biggest insurance company – is a large organization dealing with an abstract “product” of insurance and financial services, but with outcomes that deeply affect people at critical moments in their lives. Building on Gjensidige’s strategy to be completely customer centered, we will show you how a service blueprint can bring together groups – like Marketing and IT – that are often misaligned and at times at war. We’ll also show you how cross-channel experience prototyping with customers and staff made two organizations (insurance and banking) feel like one to the customer.”

(Lavrans Løvlie, Andy Polaine, and Ben Reason ~ O’Reilly)

Core questions for service design

Added on 22 April 2013 Peter Bogaards
The theatre metaphor really helps our thinking on services.

“These questions continue to apply in prototyping, building and all the way to delivery of new services and on into business as usual. I’ve used these same questions in co-design sessions, putting them directly in the hands of participants as they work on being a part of their own products and services.”

(Stephen Collins ~ acidlabs)

Using service blueprints to create a holistic experience

Added on 25 March 2013 Peter Bogaards
Every field is entitled to its own deliverables.

“Service blueprints contain several foundational concepts for a service designer such as, value exchanges and touchpoints. They are fundamental tools for clarifying the interactions between customers, digital touchpoints, and employees because they reveal how these are supported by ‘backstage’ activities (essentially, everything the customer does not see). Blueprints can be invaluable assets for interaction designers working on multichannel services and digital products especially when there is a mix of digital and human-to-human interfaces.”

(Izac Ross ~ Moment)

Embedding innovation in service: A human-centered framework

Added on 21 March 2013 Peter Bogaards
Getting the human dimension into the design of services.

“After decades of research on service innovation, it is still a very complicated and – sometimes – deceptive subject. Both concepts of service and innovation entails dramatic debates among academics and practitioners. Dealing with the challenge of harnessing both at the same time, be it in a research study or in a shop floor, is daunting.”

(Mauricio Manhães a.k.a. @mcmanhaes ~ Service Design Network)

Government service design manual: ‘Digital by default’ service standard

Added on 14 March 2013 Peter Bogaards
Besides Estonia, these people in the UK are leading the way for sure.

“From April 2014, all new and redesigned digital services will need to be so good that people prefer to use them. (…) Remember, this site is currently a prototype. We are continuing to work on the content that is hosted here, and will add more guidance and features after the release in April 2013.”

(GOV.UK)

Why service design is so valuable

Added on 7 March 2013 Peter Bogaards
Whatever it takes: usability, user experience, customer experience, or service design.

“To be able to build sustainable businesses, they need to create real value. That’s why service design is so great. Service design makes use of an analytic, methodical process, but combines this with a creative, exploring and customer focused approach. It combines left and right brain thinking. This makes sure your focus will remain on long term value creation, without neglecting short term results. And not only results for your own business, but for all stakeholders involved. And that’s tough. That requires a change in culture. A culture, where the customer is really king. Where innovation is viewed as a responsibility for the entire company. Where people get the chance to try stuff out, and where they don’t get hanged directly if it does not work. Where management includes creative people and functions like chief experience officer exist.”

(Robbert-Jan van Oeveren a.k.a. @RobbertJan ~ Buro Koos)