Service Design Jam

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Jam me a service Designing a cross-channel experience

description

Presenting how we managed to gather meaning during the GSJ 48h event. Presented at the Architectures of Meaning workshop at Pervasive 2012 (Newcastle, UK) and briefly also at the World Usability Day in Slovenia.

Transcript of Service Design Jam

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Jam me a service Designing a cross-channel experience

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The story about

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= Customer eXperience= salesmen pitch

:(

:) = “The big picture” approach= easier to explain/sell than UX

Service Design

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Maribor, Slovenia

Global Service Design Jam

48 hours to design an innovative service

About the Jam then

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15 (regular) participants + 3Gardeners, artists, nurses, developers, designers, students, elderly.

About the Jam then

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- SWOT. - Business plan+ users

Double Diamond

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The tools

User Journey Map, User ShadowingPersonas, Brainstorming, Design BriefExperience Prototyping, Service BlueprintsScenarios, Experience Maps

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The Challenge(s)

UCD & PD, UX & IxD with non-designersDiverse audienceActive participation / motivationLateral, design thinking

8/16 Halfway done

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- 2 participants the first day

“I don’t get it, sorry.“

Data. Data. Data.

So, how are we?

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Data into information into insight

Information onto journey map = reference point

Design & show & tell & repeat

Make sense, please

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Glue & bridge. “Aaah, we are on the same page.“

Tool for synthesizing ideas

Tool for sense making

Tool for service prototyping

IA as a...

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Designing a true cross-channel experience

Users = wicked designers

More please

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More, please

Damjan Obal@damjanobalUniverza v Mariboru /blok_blok

not me, but Jernej >