Service Design Jam Feb '12

D9aaff70d503580230cceb9213f94ba5?s=47 Damjan Obal
November 12, 2012

Service Design Jam Feb '12

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.

D9aaff70d503580230cceb9213f94ba5?s=128

Damjan Obal

November 12, 2012
Tweet

Transcript

  1. Jam me a service Designing a cross-channel experience

  2. The story about

  3. = Customer eXperience = salesmen pitch :( :) = “The

    big picture” approach = easier to explain/sell than UX Service Design
  4. Maribor, Slovenia Global Service Design Jam 48 hours to design

    an innovative service About the Jam then
  5. 15 (regular) participants + 3 Gardeners, artists, nurses, developers, designers,

    students, elderly. About the Jam then
  6. - SWOT. - Business plan + users Double Diamond

  7. The tools User Journey Map, User Shadowing Personas, Brainstorming, Design

    Brief Experience Prototyping, Service Blueprints Scenarios, Experience Maps
  8. The Challenge(s) UCD & PD, UX & IxD with non-designers

    Diverse audience Active participation / motivation Lateral, design thinking 8/16 Halfway done
  9. - 2 participants the first day “I don’t get it,

    sorry.“ Data. Data. Data. So, how are we?
  10. Data into information into insight Information onto journey map =

    reference point Design & show & tell & repeat Make sense, please
  11. Glue & bridge. “Aaah, we are on the same page.“

    Tool for synthesizing ideas Tool for sense making Tool for service prototyping IA as a...
  12. None
  13. None
  14. None
  15. Designing a true cross-channel experience Users = wicked designers More

    please
  16. More, please Damjan Obal @damjanobal Univerza v Mariboru / blok_blok

    not me, but Jernej >