Another day, another web site (or application... or mobile site).... Are you beginning to feel uninspired in your job creating digital interfaces? After several years doing UX, many senior professionals begin to question, "what's next?" This presentation discusses service design as the next opportunity for UX professionals to create great experiences and how the service sector, from bike-sharing to co-working spaces, is a critical driver in the global economy. The presentation will cover the core tenets of motivating behaviors within a service - space, time and perspective - and why UX professionals are perfectly poised to design great services because of their ability to understand these elements. From kiosks and wayfinding to mobile and call centers, UX professionals will be encouraged to disrupt their UX world where being "user-centered" is paramount and motivate them to think bigger about the impact they can have on people's experiences.

1. Designing
Great
Services Is
Our Future
How Space, Time and
Perspective Empower UX
Professionals To Do More
Laura Keller | @servicedesignLK

2. • Visualizers
• Humanizers
• Mediators

4. … to create an effective service experience
Service
Provider
Service
Recipient
Planning and orchestrating…
Processes
Objects
Space
Technology
Infrastructure
Communications
Time

9. The only thing HE cares
about is upselling you. And I
usually have to transfer you
to someone else. What’s my
motivation?
I don’t want to have to call so
I only do when I have a
problem or something
complicated. I don’t want to
wait. I lose patience quickly.
I’ve done my time as a
rep. I’m a manager now
and what MY managers
care about is sales.
That’s what I push.

11. www.educause.edu

13. www.stby.eu cargocollective.com/jorganpe
www.blauw.com/nl/tools/lego-serious-play/

14. • Know that there’s always a wider space
• Diverse stakeholders are critical
• Gain trust and influence organization leaders
• Exemplary interpersonal, communication, facilitation, and
management skills will outweigh design skills
• Evolve to being a generalist

15. • Visualizers
• Humanizers
• Mediators
• Tech-savvy

16. Danke!
• This is Service Design Thinking, Marc Stickdorn
• www.servicedesigntools.org
• Service Jams: planet.globalservicejam.org
@servicedesignLK