Evolution of Design & Service Design
4 likes•1,167 views
The document discusses the evolution of design and service design thinking, emphasizing the importance of creating human-centered products and services that enhance customer experiences across various industries. It outlines the principles of service design, including user-centered and co-creative approaches, and details the processes involved in designing effective customer journeys and service blueprints. The text also highlights the increasing significance of service design in the global economy, where services account for a substantial portion of GDP.
Evolution of Design & Service Design
- 6. Services make up 63.5% of the World’s GDP. 77.7% Central Intelligence Agency The World Factbook 2014 COLLIDE | Purpose-Driven Experiences. Copyright © 2016
- 9. COLLIDE | Purpose-Driven Experiences. Copyright © 2016 How did we get here?
- 10. COLLIDE | Purpose-Driven Experiences. Copyright © 2016 Design Has Evolved.
- 11. Marke0ng of Design. Increased Business Demand. Natural Evolu0on of Skills. COLLIDE | Purpose-Driven Experiences. Copyright © 2016
- 14. Gap! Time Understanding Technology People Marc Refg, HannaHodge, 1998 COLLIDE | Purpose-Driven Experiences. Copyright © 2016
- 15. COLLIDE | Purpose-Driven Experiences. Copyright © 2016 Efficiency Time IA UI UX SD IxD Core Design
- 16. COLLIDE | Purpose-Driven Experiences. Copyright © 2016 Evolu0on of Design.
- 17. Products & Experiences. COLLIDE | Purpose-Driven Experiences. Copyright © 2016
- 18. Cohesive Touch points. COLLIDE | Purpose-Driven Experiences. Copyright © 2016
- 19. Consistent Customer Journeys. COLLIDE | Purpose-Driven Experiences. Copyright © 2016
- 20. Aligned Organiza0ons. COLLIDE | Purpose-Driven Experiences. Copyright © 2016
- 21. Design the Journey Design the Delivery COLLIDE | Purpose-Driven Experiences. Copyright © 2016
- 22. Service Design.
- 27. COLLIDE | Purpose-Driven Experiences. Copyright © 2016 Design the Journey (Who & What) Design the Delivery (How & When) Understand Business Understand Customer Manage Change Measure & Refine
- 28. Who: Personas COLLIDE | Purpose-Driven Experiences. Copyright © 2016
- 32. What: Customer Journey COLLIDE | Purpose-Driven Experiences. Copyright © 2016
- 33. Stages Doing Goals Opportuni_es Thinking Feeling Experience Customer Journey Map COLLIDE | Purpose-Driven Experiences. Copyright © 2016
- 37. How: Service Blueprint COLLIDE | Purpose-Driven Experiences. Copyright © 2016
- 42. When: Service Roadmap COLLIDE | Purpose-Driven Experiences. Copyright © 2016
- 43. Q1 Q2 Q3 Q4 Service Roadmap COLLIDE | Purpose-Driven Experiences. Copyright © 2016 Ac_vity to be completed Ac_vity to be completed Ac_vity to be completed Ac_vity to be completed Ac_vity to be completed Ac_vity to be completed Ac_vity to be completed Ac_vity to be completed Ac_vity to be completed Ac_vity to be completed Ac_vity to be completed Ac_vity to be completed Ac_vity to be completed Ac_vity to be… Ac_vity to be completed Ac_vity to be completed Ac_vity to be… Work Stream Work Stream Work Stream Work Stream KPIs Metrics
- 45. 1. Understand business, customer & service ecosystem. 2. Design preliminary Personas. 3. Conduct internal Customer Journey workshop. 4. Research to validate Personas & Customer Journey. 5. Design op0mal Customer Journey. 6. Audit internal Service Delivery. 7. Design op0mal Service Blueprint. 8. Prototype & Test Service Delivery processes, experiences, etc. 9. Plan & Priori0ze Service Roadmap. 10. Define Implementa0on & Change Management process. 11. Measure results & refine. Example Service Design Engagement. COLLIDE | Purpose-Driven Experiences. Copyright © 2016
- 46. COLLIDE | Purpose-Driven Experiences. Copyright © 2016 Design the Journey (Who & What) Design the Delivery (How & When) Understand Business Understand Customer Manage Change Measure & Refine