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.

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...
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 >