This presentation was shown in Laurea University of Applied Sciences in the course Visual Methods in User Centered Design. February, 2013

1. Visual Methods
By Mariana Salgado
Visual Methods course
Laurea University of Applied Sciences

2. Day Program
16.02
8.30hs: Gestalt theory (Sini Granström/ extra task)
8.50hs: Visualization methods in Service Design (Mariana)
9.00hs: Clinic (presenting problems to H&M) + Group work
9.45hs: Break
10.00- Typography and color (Minna Ristolainen)
11.00: Clinic (presenting problems Hanna) + Group work (Mariana)
Group work (4 persons in each group)- comment on each others' work.
Review composition/ typography and color in each work.
12.00hs- Lunch

3. Day Program
16.02
12.00hs- Lunch
13hs- 14.15hs- Each group present two works
(the more problematic and the successful one)
14.15: Break
14.30: Introduction to drawing in Power Point (Hanna)
16.00: Next course day homework and tutorials

4. Some Visual Methods

5. Blueprint
The service blueprint is a technique used for service
innovation. The technique was first described by Lynn
Shostack, a bank executive, in the
Harvard Business Review in 1984.
The blueprint shows processes within the company,
divided into different components which are separated
by lines. Wikipedia definition.
More examples in:
http://www.servicedesigntools.org/tools/35

6. Blueprint
License- Some rights reserved by bschmove

7. Extracted from the article Service Blueprinting: A practical technique for Service Innovation by Mary o Bitnet

8. Actors Map
It can be called Actor Map or Net-map toolbox or
Service Ecology Map is a social network analysis
tool that uses interviews and mapping to help people
understand, visualize, discuss, and improve
situations in which many different actors influence
outcomes.
Focus on people or organizations involved in a
service.

9. http://servicedesign.wikispaces.com/Actor+network+mapping

10. Actors Map
License: All rights reserved by netmaptoolbox

11. http://gsadesignglossary.com/ecology-map.html

12. Customer Journey
The customer journey map is an oriented graph that
describes the journey of a user by representing the
different touchpoints that characterize his interaction
with the service.
You can see this video about it:
http://www.youtube.com/watch?v=96gxo-AH638

13. Customer Journey Mapping Game by Paul Kahn (Mad Pow) & Christophe Tallec (Uinfoshare)

14. FINDING & RECOMMENDATIONS FOR ALIGNING OGT SERVICE TOUCHPOINTS
Radarstation

15. License
Some rights reserved by Jen Beever

16. License: Frog Design

17. License: Minna Ristolainen

18. Concept Map
A concept map is a diagram showing the
relationships among concepts. It is a graphical tool
for organizing and representing knowledge.
Concepts, usually represented as boxes or circles,
are connected with labeled arrows in a downward-
branching hierarchical structure. The relationship
between concepts can be articulated in linking
phrases such as "gives rise to", "results in", "is
required by," or "contributes to".[1]
The technique for visualizing these relationships
among different concepts is called "concept
mapping". From Wikipedia

19. License
Some rights reserved by
rkdg portfolio

20. License
Some rights reserved by Andrea Hughes

21. License Some rights reserved by madartsfactory

22. Concept Map
License Some rights reserved by activeside

23. They are tools that could be used with clients, end-
users and other stakeholders.
They are used during the design process to
negotiate and understand the challenges of a
service.
They are used in workshops together to co-design
possible future solutions.
They are used to visualize the end results.
A combination of these visualizations tools could be
used in the same project.The key is to understand
which of them could be key to unwrap a service.

24. - open new ways of thinking on a problem
- sparkle ideas from the team
- help you realize where the problem is
-support your critical thoughts on a certain
project/service
- bring new aspects in the discussion
- allow complex issues to be discussed.
Why?
License Some rights reserved by yish

25. But in this class we will only concentrate in their
visual aspect.
What are the visual elements that
make them look nice?
- Rhythm
-Composition
-Colors
-Typography
-etc

26. Questions?

27. For next class:
A- Finalize the 2 drafts for your project/thesis/CV
(check the tasks 1&2 for a better description)
B- Do 5 tutorials (choose the ones that are suitable for
you from the list in Optima)
C- Read 3 articles
D- Watch 2 or 3 of videos from the folder
“Visualization”

28. Readings for next class
New Representation Techniques for Designing in a
Systemic Perspective
By Nicola Morelli and Christian Tollestrup
Communicating though Visualizations: Service Designers
on Visualizing User Research.
By Fabian Segelström
Visualities
Communication tools for (service) design
By Chiara Diana, Elena Pacentti and Roberta Tassi.

29. Thanks!
mariana.salgado@laurea.fi