CIID Summer School - Service Design

2019/09/10で発表したCookpad Product Kitchen #2 の登壇資料です。
CIID Summer School 2019で学んだサービスデザインについての話をしました。

Transcript

1. CIID Summer School - Service Design Cookpad Product Kitchen #2 Masaki Haruta @ freee
2. !2 ͸ΔͨΜ Masaki Haruta UX Designer ԣ඿ࠃཱେֶܦӦֶ෦ձܭ৘ใֶՊଔɻ೥݄ʹGSFFFג ࣜձࣾͰΠϯλʔϯΛ͸͡Ίɺ੫ཧ࢜޲͚ͷ੫຿ਃࠂιϑτ ਃࠂGSFFFͷ্ཱͪ͛ɺӡ༻Λߦ͏ɻ೥݄ࣾһ΁ɻ
   ೥݄ݸਓࣄۀओ޲͚ʹɺ֬ఆਃࠂʹඞཁͳ४උॻྨΛ ਍அ͢Δ-*/&
   CPUͷاըɺσβΠϯΛ୲౰ɻ
   झຯ͸Ϗʔϧɺि຤͸મ౬ͱ͔૲໺ٿɻ ࣗݾ঺հ @hrtnde
3. !3 GSFFFͰؔΘ͖ͬͯͨϓϩμΫτ ࣭໰ܗࣜͰ֬ఆਃࠂॻྨ͕
   ࡞੒Ͱ͖Δػೳͷվળ ֬ఆਃࠂʹඞཁͳॻྨ͕
   ෼͔Δ-*/&
   CPUͷ৽ن։ൃ ੫ཧ࢜ɾձܭ࢜޲͚ͷ
   ੫຿ਃࠂιϑτͷ৽ن։ൃ
4. 4 αʔϏεσβΠϯ
   ʹֶ͍ͭͯΜͩࣄΛ࿩͠·͢
5. 5 ɾӳޠͰ8PSLTIPQ͔ͨͬͨ͠ ɾڈ೥ͷ͜ͷΠϕϯτͰ$**%Λ஌ͬͨ $**%ΛબΜͩཧ༝
6. ͳͥService Design?
8. 8 ֬ఆਃࠂͷվળΛ௨ͯ͡ײͨ͡ݶք͔Βɺ কདྷతʹ4FSWJDF
   %FTJHOFSͱͯ͠ಇ͘͜ ͱʹڵຯ͕͔͋ͬͨΒ Service DesignΛબΜͩཧ༝
9. Service Designͱ͸ʁ
11. ఆ͕͍ٛͬͺ͍ͰΘ͔ΒΜ
12. αʔϏεͱ͸ɺ͋ͳ͕͍ͨͨ͜͠ͱΛखॿ͚͢ΔλεΫͷੵΈॏͶͰ͋Δɻ
    ྫ͑͹ɺंͷӡసͷ࢓ํΛֶͿΑ͏ͳͱ͖ͷ͜ͱɻ
    ӡస໔ڐ͸λεΫΛ͜ͳͨ݁͠ՌͰ͔͠ͳ͘ɺ
    ͦͷ੒Ռ͸ंΛӡస͢Δ͜ͱʹ͋Δɻ
    ѱ͍αʔϏε͸໊ࢺత ӡస໔ڐ Ͱ͋Γɺ
    ྑ͍αʔϏε͸ಈࢺత ӡసΛֶͿ Ͱ͋Δɻ ҙ༁
13. αʔϏεͱ͸ɺ͋ͳ͕͍ͨͨ͜͠ͱΛखॿ͚͢ΔλεΫͷੵΈॏͶͰ͋Δɻ
    ྫ͑͹ɺंͷӡసͷ࢓ํΛֶͿΑ͏ͳͱ͖ͷ͜ͱɻ
    ӡస໔ڐ͸λεΫΛ͜ͳͨ݁͠ՌͰ͔͠ͳ͘ɺ
    ͦͷ੒Ռ͸ंΛӡస͢Δ͜ͱʹ͋Δɻ
    ѱ͍αʔϏε͸໊ࢺత ӡస໔ڐ Ͱ͋Γɺ
    ྑ͍αʔϏε͸ಈࢺత ӡసΛֶͿ Ͱ͋Δɻ ҙ༁
15. 15 Ϗδωε΍ࣾձΛऔΓר͘؀ڥͷ࢓૊ΈΛ ཧղ͠ɺαʔϏεͱ઀͢ΔਓʑͷҰ࿈ͷମ ݧΛแׅతʹվળ͍ͯ͘͠Ξϓϩʔνʁ ๻ͳΓͷService Designͷղऍ
16. 5೔ؒͰ΍ͬͨ͜ͱ
17. 17 ೥ʹ޲͚ͯɺγΣΞϦϯάͷަ௨ खஈͷັྗΛߴΊɺίϖϯϋʔήϯͷ
    ੜ׆ͷ࣭Λվળ͢ΔΑ͏ͳαʔϏεΛ
    σβΠϯ͠Α͏ɻ ͓୊
20. Service Safari Day1
21. Service Safari Day1
22. Day1 Ecosystem Map
24. Day2 Guerrilla Interview
25. 25 1.Start by listening 2.Funnel a conversation 3.But never lead the conversation! 4.Additional phrases 5.The power of silence Research Methods
27. Day3 Insight
28. Day3 HMW
29. Day3 Crazy8s
31. Day4 Prototyping
33. Day4 Testing
34. Day4 Testing
35. Day4 Service Blueprint
37. Day5 Presentations
38. ֶͼͱؾ෇͖
39. 39 Holisticʢશମతʣ User-CenteredʢϢʔβʔத৺ʣ Visual Thinkingʢࢹ֮తࢥߟʣ Co-Createʢڞ૑ʣ Reframeʢ࠶ߏ੒ʣ Test & Iterateʢݕূˍ൓෮ʣ Service DesignΛ࣮ફ͢Δ্ͰେࣄͳϚΠϯυ
40. 40 ͭ·ΓɺϏδϡΞϧԽͯ͠ΞΠσΞΛڞ༗͠ɺ
    ݕূɾվળΛ܁Γฦ͢ͷ͕$**%ྲྀʂʁ ΞυόΠεΛฉ͍ͨ౰ॳ
41. 41 ɾϏδϡΞϧʹ͠ͳ͍ͱٞ࿦Ͱ͖ͳ͍ ɾϓϩτλΠϓ͕ͳ͍ͱٞ࿦Ͱ͖ͳ͍ ɾݴ༿͚ͩͰٞ࿦͢Δ͜ͱ͕ෆՄೳ WorkshopΛ௨ͯ͡෼͔ͬͨ͜ͱ(ओ؍)
42. 42 3FTFBSDI
    %PXOMPBE΍*EFBUJPOͰ
    ϝϯόʔ͔Βग़ͯ͘Δҙݟ͕શͯ૝ఆ֎ ৼΓฦΔͱ…
43. 43 3FTFBSDI
    %PXOMPBE΍*EFBUJPOͰ
    ϝϯόʔ͔Βग़ͯ͘Δҙݟ͕શͯ૝ఆ֎ ৼΓฦΔͱ… Ͱ΋ɺ͜Ε͕໘ന͍ΞΠσΞʹ
    ͭͳ͕͍ͬͯͨؾ͕͢Δ
44. 44 ϏδϡΞϧԽͯ͠ΞΠσΞΛڞ༗͠ɺݕূɾվળΛ܁Γ ฦ͢͜ͱͰɺଟ༷ͳόοΫάϥ΢ϯυΛ࣋ͬͨϝϯόʔ ͷΞΠσΞΛαʔϏεʹ൓өͰ͖Δʂ ؾ෇͖
45. ·ͱΊ
46. 46 ɾϏδϡΞϧԽʹΑͬͯνʔϜͷ໨ઢΛἧ͑Δ ɾଟ༷ͳࢹ఺͸ΞΠσΞͷछʹͳΔ ɾLearning by doing ·ͱΊ