Making the Leap: Building service design capability in yourself and your organization

Making the Leap: Building service design capability in yourself and your organization

Organizations everywhere are making the transition from products to services. With this transition comes a new set of design challenges. We must adopt a new mindset and methodology to not only create memorable and valuable service experiences for our customers, but also empower our organizations to change the way we do business for the better. But how do we grow this capacity for service design in ourselves and our organizations?

In this talk, I share some of what I've learned on my journey in building service design capability in myself and my organization.

This talk covers:
* What does it mean to be a service designer?
* What does a service-design-minded organization look like?
* How can you grow from UX to service design?
* How can you find service design opportunities in your organization?

You’ll walk away with:
* Understanding core competencies of service design
* The difference between UX and service design
* A perspective on service design as a career
* Strategies for introducing service design to your organization

Presented at EvolveUX in San Francisco, June 15, 2016

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Megan Erin Miller

June 15, 2016
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Transcript

  1. Building service design capability in yourself and your organization Megan

    Erin Miller // @meganerinmiller // June 15, 2016 // EvolveUX Making the Leap
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  3. User Experience Service Design

  4. User Experience Service Design

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  10. User Experience

  11. User Experience

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  19. Service Design

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  30. Make decision Get started Receive service End service

  31. Make decision Get started Receive service End service

  32. Make decision Get started Receive service End service

  33. Make decision Get started Receive service End service

  34. Make decision Get started Receive service End service

  35. Make decision Get started Receive service End service

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  40. “If user experience design is welding in the garage, service

    design is welding at the bottom of the ocean… on a deep sea oil rig.” — Erik Flowers
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  58. Decide to order Place order Out for delivery Cupcake delivered

    Confirm delivery Selfie thankyou Rate order
  59. Decide to order Place order Out for delivery Cupcake delivered

    Confirm delivery Selfie thank you Rate order
  60. Evidencing

  61. Evidencing

  62. Decide to order Place order Out for delivery Cupcake delivered

    Confirm delivery Selfie thankyou Rate order Decide to order
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  64. Traffic makes him late Loves getting the selfie Surprised by

    cupcake Confused
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  68. Investigating

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  73. Remediating

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  77. Storytelling

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  84. Visioning

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  87. Aligning

  88. Evidencing Investigating Remediating Visioning Aligning Storytelling

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  90. Evidencing Investigating Remediating Visioning Aligning Storytelling Journey Mapping, Service Blueprinting,

    Personas, Systems mapping Ethnographic, Participatory, and Evaluative Research, Quantitative analysis Root Cause Analysis, Service Blueprinting, Strategic Roadmaps Presenting, Video editing, Storyboarding, Use Cases Storyboarding, Prototyping, Role Play, Future Blueprinting Relationship Building, Stakeholder Analysis, Motivation Matrix
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  92. Empathy Communication Facilitation Systems Thinking Synthesis Future Visioning Storytelling Visualization

    Making Leading
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    Making Leading
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    Making Leading
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    Making Leading
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    Making Leading
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    Making Leading
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    Making Leading
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    Making Leading
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    Making Leading
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    Making Leading
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  111. Make the Leap

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  115. www.practicalservicedesign.com 950+ service designers in our Slack community

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  118. @meganerinmiller www.practicalservicedesign.com