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Introduction to Service Design by User Studio
The document serves as an introductory presentation on service design by User Studio, outlining its mission to enhance service desirability and efficiency. It emphasizes the importance of involving users and service providers in the design process to create tailored and innovative services that meet evolving needs. The presentation also covers user research methodologies, creative workshops, and prototyping techniques essential for developing effective service designs.
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Introduction to Service Design by User Studio
- 1. INTRODUCTION TO SERVICEDESIGN by User Studio Presentation prepared for Iniciativa Joven Project coordination Annabelle Favreau, Iniciativa Joven Contact USER STUDIO Matthew Marino Consultant, partner marino@userstudio.fr +33 (0) 6 98 94 06 70 USER STUDIO 152 rue du Temple 75003 Paris France www.userstudio.fr Introduction to service design
- 2. WHO IS USER STUDIO ? Introduction to service design
- 3. Service innovation & design company in Paris, France Introduction to service design
- 4.
- 5. PROJECT EXAMPLES Introduction to service design
- 6. Banking service concept VISA Europe design competition by User Studio Introduction to service design
- 7. Corinne, 77 ans “Too much paperwork! I don’t understand anything.” David, 25 years old “I note everything down...” Introduction to service design
- 8. Introduction to servicedesign
- 9. Introduction to servicedesign
- 10. Introduction to servicedesign
- 11. Helping patients withdiabetes Bolton diabetes network, UK project by RED Project, Design Council Project illustration : http://www.designcouncil.info/RED/health/#B10 Project video : http://www.designcouncil.info/mt/red/HEALTH/REDHealth01.mov Introduction to service design
- 12. Why use servicedesign ? • Service design’s aim is make services desirable • To help differentiate by improving existing services • easier to use • more efficient • in tune with local culture • To help innovate by creating new services • meet the needs of changing lifestyles • reach new markets Introduction to service design
- 13. SERVICE DESIGN PROCESS Introduction to service design
- 14. Introduction to servicedesign
- 15. Co-design : workingwith people Introduction to service design
- 16. Why involve users/ service providers in the creative process ? • Involving users in the design process • helps understand their lifestyles and needs • as they are experts of their daily lives, they often have ideas on how to improve it • Involving service providers in the design process • helps understand the organisation’s culture and needs • as they are experts of their daily jobs, they often have ideas on how to improve it • helps create appropriation / ownership of the project Introduction to service design
- 17. SERVICE EXPERIENCE Introduction to service design
- 18. Designing how customers / citizens experience the service. Introduction to service design
- 19.
- 20. Use the rightchannel Introduction to service design
- 21. KNOW YOUR USERS Introduction to service design
- 22. User research Understand your user’s lifestyles, needs, desires, problems... Using user insights to identify service opportunities... Introduction to service design
- 23. Selecting the rightusers Which users or potential users should I meet ? How many should I meet ? Introduction to service design
- 24. Remember... People don’t always do what they say they do! go see for yourself... Introduction to service design
- 25. User research vs.market research Source : Jennie Winhall & Chris Vanstone (RED project - Design Council, UK) Introduction to service design
- 26. User research vs.market research Great for validation Source : Jennie Winhall & Chris Vanstone (RED project - Design Council, UK) Introduction to service design
- 27. User research vs.market research Great for inspiration Source : Jennie Winhall & Chris Vanstone (RED project - Design Council, UK) Introduction to service design
- 28. Extreme users Core “Rejectors” “Power users” Source : Jennie Winhall & Chris Vanstone (RED project - Design Council, UK) Introduction to service design
- 29. Fieldwork How and where should I meet the users ? Introduction to service design
- 30. Immerse yourself withthe users Introduction to service design
- 31. Interviewing people inpairs Introduction to service design
- 32. Put yourself intheir shoes Living a high school student’s life for one day ! Introduction to service design
- 33. Tracking the userjourney Introduction to service design
- 34. Gather key insights Introductionto service design
- 35. Fieldwork tools Observation tools / data collection tools Introduction to service design
- 36. List of questions Introductionto service design
- 37. Using images tostimulate discussion Introduction to service design
- 38. Getting the usersto design their ideal service Introduction to service design
- 39. Making sense ofthe data How to present the research in a meaningful way ? How may I use the insights to identify service opportunities ? Introduction to service design
- 40.
- 41. Relationship map Introduction toservice design
- 42. Character profiles Introduction toservice design
- 43. GENERATE IDEAS Introduction to service design
- 44. Creative workshops Involve people the creative process Introduction to service design
- 45. Creative workshop Introduction toservice design
- 46. Think visually Introduction toservice design
- 47. Prioritise the ideas Introductionto service design
- 48. Creativity tools Cards Introduction to service design
- 49. Cards to stimulateideas Introduction to service design
- 50. Introduction to servicedesign
- 51. Introduction to servicedesign
- 52. Note the ideas Introductionto service design
- 53. Creativity tools Two software application examples Introduction to service design
- 54. Introduction to servicedesign
- 55. Representation tool forworkshops Introduction to service design
- 56. Introduction to servicedesign
- 57. Transforming ideas intosolutions What could things look and feel like ? How would they work ? Introduction to service design
- 58. Representation helps evaluateideas Introduction to service design
- 59. Sketch the scenario: storytelling Introduction to service design
- 60.
- 61. Scenario for alocal council Introduction to service design
- 62. TEST QUICLKY Introduction to service design
- 63. Quick prototype example Information booth in a high school Introduction to service design
- 64. Introduction to servicedesign
- 65. Introduction to servicedesign
- 66. Introduction to servicedesign
- 67. Introduction to servicedesign
- 68. Introduction to servicedesign
- 69. User Interface prototype examples Introduction to service design
- 70. Sketch the interface Introductionto service design
- 71. Introduction to servicedesign
- 72. Product prototypes examples Introduction to service design
- 73. “Quick & dirty”prototype Project by : Eilidh Dickson, Copenhagen Institute of Interaction Design Source : Eilidh Dickson, Copenhagen Institute of Interaction Design (www.servicedesigntools.org) Introduction to service design
- 74. Building a prototype Introductionto service design
- 75. DELIVER THE MEANS TO DEVELOP Introduction to service design
- 76. Sources • live|work (UK) • RED Project, Design Council (UK) • Hillary Cottam (UK) • IDEO (USA) • La 27e Région (FR) • USER STUDIO (FR) Introduction to service design
- 77. THANK YOU ! www.userstudio.fr marino@userstudio.fr Introduction to service design