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Service Design Thinking in UX Projects - Service Design Global Conference 2012 - Paul Kahn
1. Prepared by:
Paul Kahn â Experience Design Director
October 30, 2012
Service Design Global Conference
Paris, France
SERVICE DESIGN THINKING IN UX PROJECTS
A REPORT FROM AMERICA
2. Founded:
2000 by Will Powley & Amy Cueva
Locations:
Portsmouth, NH | Boston, MA | Louisville, KY
Staff:
50+ Employees
Stability:
Privately held, never had an unprofitable quarter,
Hold zero debt on our balance sheet,
2012 top payer is only 7%
WE ARE MAD*POW
Company Fact Sheet
3. Disciplines
ĂŞďŞâŻ Psychology, Human Factors,
HCI
ĂŞďŞâŻ Research Methods
ĂŞďŞâŻ Design
ĂŞďŞâŻ Business Process
Management
ĂŞďŞâŻ Marketing Strategy
ĂŞďŞâŻ Customer Behavior
Skills
ĂŞďŞâŻ Teamwork
ĂŞďŞâŻ Business sense
ĂŞďŞâŻ Visual thinking
ĂŞďŞâŻ Critical thinking
ĂŞďŞâŻ Detailed communication
ĂŞďŞâŻ Commitment to the
profession
EMPATHETIC, FLEXIBLE AND INFORMED DESIGNERS
What we look for in our hiring process
4. The Question
â˘âŻ Q: What does this have to do with Service Design
â˘âŻ A: We will see
â˘âŻ Q: How many words are appropriate
for a PowerPoint slide?
â˘âŻ A: As few as absolutely possible
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5. Mad*Pow merging art & science
â˘âŻ Mad*Pow deliver research-inspired design aimed at
maximizing conversion rates, increasing retention, and
reducing costs.
â˘âŻ Our research practice locates and explores the touch
points in a user experience process
â˘âŻ Research drives our strategic recommendations and
design deliverables
â˘âŻ It is this approach that has been labeled "service design
thinkingâ
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6. Case 1: Messaging as a Service
â˘âŻ Aetna came to Mad*Pow for help developing a Unified
Member Messaging strategy
â˘âŻ Aetna wanted to make sure members were getting
â˘âŻ the right information
â˘âŻ at the right time
â˘âŻ via their preferred channel(s).
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7. Results
â˘âŻ Research produced recommendations for
â˘âŻ Intra-departmental communication and governance
â˘âŻ AND user-managed filters and profiles.
â˘âŻ The result is the kind of business strategy and technology
recommendations that are driven by seeing the user's
experience as a service.
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17. Case 2: Employee Communications
â˘âŻ Waste Management came to Mad*Pow to âfix the Intranetâ
â˘âŻ We took a multifaceted approach including
communication needs, business goals, and persona
creation to our to characterize the Information Ecosystem
of a large distributed organization.
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18. Results
â˘âŻ A multi-faceted approach touching 10 channels where
people find and consume information
â˘âŻ Reseach results
â˘âŻ Field research
â˘âŻ Personas
â˘âŻ Communication in addition to Visor (intranet)
â˘âŻ Motivational and persuasive strategy
â˘âŻ Find examples of grass-roots/best practice sharing
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19. Employee Personas - Summary
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Field Support/Admin Field Manager
Frontline Operations Employee â
No Workstation
Frontline Operations Employee
â Workstation
Customer Support
Corporate Employee
20. Marlin Company Monitors in
breakrooms (where applicable)
Safety & Productivity Stats Bulletin Boards
Emails
WM Monday
Methods of Communication in Addition to Visor
Market Newsletters (where applicable)
21. Digital Communication Monitors: The Opportunity
An employee at lunch looks at a Marlin
board
Drivers fill out paperwork below a Marlin
board. This one is well placed near
where drivers pick up their route info.
Marlin board well placed in a driver
lunchroom, visible to the entire room and
near trashcan and clock.
A potentially captive audience of
employees on break sit facing a non-
communication TV that is turned off.
23. Case 3: Wellness Platform
â˘âŻ Healthrageous came to Mad*Pow to design the user
experience of their Wellness program across technology
platforms
â˘âŻ How would people manage aspects of their health, take
real world actions, in response to prompts and feedback?
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24. Results
â˘âŻ Before we designed interface we present research on
how a person sets their own goals
â˘âŻ What are their support mechanisms
â˘âŻ How do they maintain motivation
â˘âŻ What is the most effective messaging
â˘âŻ Identify appropriate scaffolding
â˘âŻ Plans one week at a time, with daily logging
â˘âŻ Individual health coaching to reach wellness goals
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28. What is Service Design
â˘âŻ It is User-Centered
â˘âŻ Services should be experienced through the customerâs eyes
â˘âŻ It is Co-Creative
â˘âŻ All stakeholders should be included in the service design
process
â˘âŻ It is Sequencing
â˘âŻ The service should be visualized as a sequence of
interrelated actions.
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29. â˘âŻ It is Evidencing
â˘âŻ Intangible services should be visualized in terms of physical
artefacts
â˘âŻ It is Holistic
â˘âŻ The entire environment of the service should be considered
Five Principles of Service Design Thinking
from This Is Service Design Thinking
What is User Experience
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30. What is User Experience at Mad*Pow
â˘âŻ All of the above plus some things not already mentioned
â˘âŻ Design Studio: rapid design/critique with stakeholders
& users
â˘âŻ User Research: recruiting test cohorts, recording and
analyzing interviews and tests
â˘âŻ Content Strategy and SEO: defining & creating
appropriate content for communicating messages
â˘âŻ Creative Technology: prototyping the best way to
communicate across platforms & channels
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31. Thank You!
31
Paul Kahn
Experience Design Director
pkahn@madpow.com
Mad*Pow
Portsmouth | Boston | Louisville
www.madpow.com
Contact Information