Improve a service workshop

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Service Design Service Design Basics: Workshop: Improve a Service Dr Andy Polaine & Daniele Catalanotto Illustrations: from the Milano set by Streamline HQ Licence: this work is licensed under Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International

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Service Design Introduction

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Service Design Welcome home lovely human.

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Service Design The mindset that sums it all up As Service Design practitioners we are curious humans who love to make shit happen and still can talk about their feelings.

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Service Design Emotional weather 30 seconds per person • Say how you feel today so that others know how to best interact with you today. • Translate it in a weather report style: sunny, rainy, tsunami ahead, etc.

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Service Design What we   do today.

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Service Design What happens today? Program • Improve an existing service • Repeating workshop structure • Challenge • 3 tips • Solo activity • Debrief • Assignment and conclusion • Timing • Lunch around 12:00 • End at 17:00 Challenge Solo work Tips Debrief

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Service Design Why do we do this? Program Kill the procrastination We want you to experience how easy it is to fi nd a topic idea and turn it into something tangible in just one day. Be practical It gives you a practice experience that will help you ask questions once we’ll start with the theory.

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Service Design What happens next How does this course build with the rest? When What Topic September 26th Improve an existing service Service Design Basics October 3d Create a new service Service Design Basics October 10th What makes a good service? Service Design for People, Public and Planet

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Service Design Questions before we start?

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Service Design Workshop

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Service Design A few ground rules

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Service Design Three tips for this workshop Keep everything for the exhibition time.  Select a wall space to put all the things you’ll produce today. Remember after this you’ll have to do 10 shitty ideas. You’re allowed to take notes for your assignment. I’ll ask short debriefs questions.  After each big challenge I’ll ask a few of you to re fl ect back on what you’ve learned. 1 2 3

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Service Design Choose a topic.

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Service Design The challenge Find an existing service to improve that is at 5 minutes from the university.

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Service Design Three tips for this challenge Passion, access, interest, impact. The overlooked criterion is ease of access and how much working on this can help you for your career. Every subject is interesting. As curious humans, anything where we apply enough curiosity reveals its interesting side. 5-minutes access also via the Internet. A lot of the services that we use today are mostly digital, you can also choose a service that is mostly digital. 1 2 3

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Service Design Find fi ve services 15 minutes • Services that you could improve. • Services that are used by many. • Services that are at max 5 minutes from here.

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Service Design Select one service 5 minutes • Select one service. • If needed, do a multistep voting. • Use the criteria: passion, access, interest, impact. • Two votes per criteria. • The idea with the most votes wins.

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Service Design Let’s debrief 5 minutes What did you learn   in this way of working?

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Service Design Understand humans.

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Service Design The challenge Interview at least three people to get an understanding of how the service feels today.

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Service Design Three tips for this challenge Do synthesis while doing interviews. End each interview with three bullet points answering the question: «So what can I improve here?». Write down early ideas. Look for strong emotions. What do people hate or love? Ask, listen and sit on your hands. Interviewing is not about asking tons of questions or sharing what you think. Just listen. 1 2 3

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Service Design Interviews 55 minutes • Interview at least three people. • The people can be users, stakeholders or both. • If you do more, it’s great. • Use the time between interviews to observe what happens in the service.

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Service Design Let’s debrief 5 minutes What did you learn   in this way of working?

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Service Design Make sense of what humans want.

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Service Design The challenge Make sense of what you learned in fi eld research in a visual summary.

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Service Design Three tips for this challenge Answer the question: so what?  Information has no value if it’s not actionable. Separate validated insights from inspiring insights. Not all information is the same. Stu ff that is repeated by many should be listened to. It’s also okay to listen to your guts for what inspires you, just say it’s a gut feeling. Make it understandable. Avoid the detective like graphics with threads everywhere that look great but aren’t understandable. 1 2 3

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Service Design Visual synthesis 20 minutes • Create a visual synthesis of what you learned in the interviews. • If you can create several visualisations or alternative ways of showing the results, it’s even better.

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Service Design Let’s debrief 5 minutes What did you learn   in this way of working?

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Service Design Let’s have some lunch

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Service Design Imagine how you can help.

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Service Design Generate ideas Generate ideas to improve the service.

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Service Design Three tips for this challenge Base it on what you’ve learned.  You did the research to make your life easier. Don’t forget it. Shitty ideas are good ideas, you can make the selection later. Just get everything out, you’ll sort later what’s good and what’s not. Remember that ideas are only as good as their implementation. Ideas are not worthy as long as they are not tested and implemented. Don’t get too attached to them. 1 2 3

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Service Design Solo ideation 5 minutes • Write down as many ideas as you can. • One idea per sticky note to move them more easily after.

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Service Design Crazy eight 8 minutes • Take 8 sticky notes. • You’ll have one minute per sticky note to fi nd an idea. • I’ll share a prompt using the « brands like these » methods where I’ll say: « How would XYZ improve this service? »

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Service Design Select an idea 3 minutes • Select one idea to pursue. • The selected idea can be a combination of two ideas. • If needed, use dot voting alone, with a colleague or with multiple criteria.

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Service Design Let’s debrief 5 minutes What did you learn   in this way of working?

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Service Design Make it tangible.

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Service Design The challenge Create a tangible prototype ( fi rst shitty draft) of your idea to improve the service.

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Service Design Three tips for this challenge Base it on what you’ve learned.  You did the research, synthesis and ideation to make your life easier. Don’t forget it. Use paper, pen, toys, role play and video recording to go faster. Most of the time, it’s faster to not start on a computer. Multiple divergent prototypes of the same idea are a great way to learn. Changing a color or format is not a di ff erent prototype. 1 2 3

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Service Design Prototype 40 minutes • Create at least 2 di ff erent prototypes of one idea that improves the service. • Di ff erent doesn’t mean a variation but a totally di ff erent way to solve the problem. • The more prototypes the better. • The prototypes will be presented.

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Service Design Let’s debrief 5 minutes What did you learn   in this way of working?

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Service Design Break + on the   wall exhibitions

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Service Design Pitch it.

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Service Design The challenge Present in 30 seconds what you’ve improved in the service.

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Service Design Three tips for this challenge Keep it short. You have 30 seconds, this is a skill that will help you for your coaching sessions. Remember,   we can read. Show the work like real estate sales people do, say what it could do, not what it is. Focs on one   thing to say. You don’t have much time, so select the key thing you want people to get. 1 2 3

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Service Design Pitch + heatmap 30 seconds • Share what you’ve improved in the service. • The rest of the team writes encouraging notes about what they liked.

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Service Design What you’ve learned today

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Service Design What you’ve learned The important is not the topic, it’s your curiosity level.  Every topic can lead to interesting discoveries, great ideas and smart prototypes. At the end of the day, this is all meant for you to learn new skills and mindsets. The project is just an excuse. Talk to people and prototype, do this fi rst. Now! This is where you’ll make a di ff erence as a Service Design practitioner. Rinse and repeat.   You did this in one day without much skills. Imagine what you can do with more skills and two days? 1 2 3

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Service Design Let’s debrief 5 minutes • What did you learn in this way of working? • What’s a question that you have?

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Service Design Conclusion

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Service Design The summary.

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Service Design The mindset that sums it all up As Service Design practitioners we are curious humans who love to make shit happen and still can talk about their feelings.

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Service Design Assignment for next time 10 shitty ideas • Bring 10 shitty early ideas of what today inspired you. • Make it concrete for a personal project. • Make them tangible (not just words): sketch, prototype, visualise. • Not all ideas have to be developed at the same level of fi delity. • You’ll have to present those ideas on the next core module day.

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Service Design Let’s wrap up.

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Service Design Stars and wishes 1 minute • Write down one star (an element you loved today). • And one wish (an element that could be improved). • One element per sticky note. • Place them on the wall and group them by similar ideas.

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Service Design Thanks for today! p.s. has one of you 10 minutes for an interview?

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Service Design See you soon Dr Andy Polaine & Daniele Catalanotto Illustrations: from the Milano set by Streamline HQ Licence: this work is licensed under Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International