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

Transcript

1. Building service design capability in yourself and your organization Megan Erin Miller // @meganerinmiller // June 15, 2016 // EvolveUX Making the Leap
3. User Experience Service Design
4. User Experience Service Design
10. User Experience
11. User Experience
19. Service Design
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
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
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
64. Traffic makes him late Loves getting the selfie Surprised by cupcake Confused
68. Investigating
73. Remediating
77. Storytelling
84. Visioning
87. Aligning
88. Evidencing Investigating Remediating Visioning Aligning Storytelling
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
92. Empathy Communication Facilitation Systems Thinking Synthesis Future Visioning Storytelling Visualization Making Leading
93. Empathy Communication Facilitation Systems Thinking Synthesis Future Visioning Storytelling Visualization Making Leading
94. Empathy Communication Facilitation Systems Thinking Synthesis Future Visioning Storytelling Visualization Making Leading
95. Empathy Communication Facilitation Systems Thinking Synthesis Future Visioning Storytelling Visualization Making Leading
96. Empathy Communication Facilitation Systems Thinking Synthesis Future Visioning Storytelling Visualization Making Leading
97. Empathy Communication Facilitation Systems Thinking Synthesis Future Visioning Storytelling Visualization Making Leading
98. Empathy Communication Facilitation Systems Thinking Synthesis Future Visioning Storytelling Visualization Making Leading
99. Empathy Communication Facilitation Systems Thinking Synthesis Future Visioning Storytelling Visualization Making Leading
100. Empathy Communication Facilitation Systems Thinking Synthesis Future Visioning Storytelling Visualization Making Leading
101. Empathy Communication Facilitation Systems Thinking Synthesis Future Visioning Storytelling Visualization Making Leading
111. Make the Leap
115. www.practicalservicedesign.com 950+ service designers in our Slack community
118. @meganerinmiller www.practicalservicedesign.com