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"...so you think you're doing service design?", from Camp Digital 2017

"...so you think you're doing service design?", from Camp Digital 2017

More a talk than slides. And had to do some last minute changes to content and structure. But glad I did it.

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Si Wilson

May 24, 2017
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Transcript

  1. Hello!

  2. Design: How it looks. Design: How it works.

  3. Isn’t service design user experience design?

  4. Service design leans on many disciplines and approaches.

  5. Service design is about experiences.

  6. Service design is about people.

  7. Sets the stage. Listening to people. Connecting dots. Trying things.

    Creating impact.
  8. Services are what organisations and business offer.

  9. Business problems People problems

  10. People problems Business problems

  11. Make it as frictionless as possible.

  12. The designer as the facilitator.

  13. Kick it off right.

  14. Set down principles over process.

  15. “Recognising the need is the primary condition for design.” Charles

    Eames Simon Wilson @ermlikeyeah
  16. Start with the needs* *user needs, not organisational needs

  17. Make digital enabled services that are simpler, clearer, and better.

  18. Look left.

  19. Understand motivations.

  20. What is the problem you are trying to solve?

  21. Knowledge over assumptions.

  22. Know nothing? Start with assumptions.

  23. This is a hypothesis.

  24. This is another hypothesis. This is another hypothesis. This is

    a hypothesis.
  25. This is was a hypothesis that was proven to be

    invalid. Yeah, this is still a hypothesis we’re trying to figure out. This is a hypothesis that turned out to be valid.
  26. This is was a hypothesis that was proven to be

    invalid. This is a hypothesis that turned out to be valid. This is a hypothesis that turned out to be valid.
  27. This is a hypothesis that turned out to be valid.

    This is a hypothesis that turned out to be valid. This is a hypothesis that turned out to be valid.
  28. “Continual gradual improvement.” Barack Obama Simon Wilson @ermlikeyeah

  29. Should do. Can do.

  30. Take your ego out of the picture.

  31. This is for everyone.

  32. Learn. Design. Make a thing. Show the thing to users.

    Analyse findings.
  33. “Sprint”.

  34. Don’t keep polishing a turd.

  35. Look sideways.

  36. “Design is 50 percent designing and 50 percent explaining.”

  37. Observing. Understanding. Designing. Explaining.

  38. Must be great working somewhere where you can do that,

    eh?
  39. Very, very, very, very, very, very, very, very, very, very,

    very, very, very, very, very, hard.
  40. 24 May 2016.

  41. What is design to you now?

  42. What is service design to you now?

  43. Keep it real.

  44. “Want better not more.” Anthony Burrell Simon Wilson @ermlikeyeah

  45. Thanks.