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User experience design, service design & design thinking : A common story ?


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User experience design, service design & design thinking : A common story ?

  1. #iak10 UX design, service design & design thinking A common story ? Sylvain Cottong, founding partner Economist by education, design thinker by practice @sly sylvain@integratedplace.com www.integratedplace.com
  2. The world Ø Abundancy in developed countries vs. poverty in developing or underdeveloped countries Ø Rising inequality & poverty in developed countries (social problems, vanishing social cohesion) Ø Over population in developing countries vs. shrinking population in developed countries Ø Environmental threats & global warming Ø Mass migration Ø Health sector problems Ø Technolgical (r)evolution & rising complexity (exponential evolution since 1800 , so increasingly speeding up…analogy with Moore’s law)
  3. The world Ø Emergence of the Internet: Thousands of new possibilities for services & experiences; mass-customization of products & services Ø Emancipation of the user voice (power of social media) & rising expectations for transparency, efficiency, quality & great experiences also for non-digital products & services. Mass-cocreation. Ø Globalization (already before the Internet but much more since)
  4. The world …..and recently: Ø the financial crisis Ø followed by the economic crises Ø and now by the Euro & public debt crises……….
  5. What does that mean ? • All things combined, it looks like we are in the middle of a global cultural crisis, a crisis of values & behaviour • We face pressing ecomnomic, social, technological, environmental & cultural challenges • Everything is constantly changing, uncertainty & change are the most stable factors today. • (Open) innovation & constantly adapting to new constraints becomes a critical factor for survival for companies, organizations, states & governments, the world as a whole...
  6. What does that mean ? • But life & business must go on, design thinking can thus be seen as a management paradigm, made up of a state of mind and a set of methodologies that tries to adress this new reality • We move away from the purely analytical, efficiency driven, “always more” & reckless way of doing to a more human centered, intuitive, transparent, responsible & sustainable way of doing business, politics, leisure...etc • Management paradigms & theories were always changing in human history, and are a result of the “ruling culture” to which they adapt.
  7. Experience design • Today, it is actually the whole experience provided by and associated with a product, website, service, policy...etc (and the corresponding brand) that is rated by customers and that drives their purchase and/or voting behaviour. • Experiences must be effective, efficient, valuable & feasable from a producer’s point of vue and useful, usable, desirable, credible, enjoyable (and findable; hello IA’s ;-) ) from the customer’s point of vue. • Where “desirable” & “credible” also determines the cultural acceptance of an experience • Design thinking & related experience design methods help to develop great experiences that are culturally accepted & desired and economcially viable
  8. Design thinking process Ø Non-linear process Understand & define │ Ø Think visually, Tell stories, Use role-plays Observe & research Ø Experiment, improvise, be intuitive, take │ risks, fail a lot and early Ideate & Cocreate Ø Create multidisciplinary expert teams │ Ø Trust & optimism Choose │ Ø Empathy Prototype and test Ø Take a different view on things, think │ what might be instead of only trying to improve things within existing Implement & learn frameworks
  9. Service design & UX design • IA & UX for the Web, as our community understands it, considers the experience provided by one channel, the Web and it’s digital, mostly screen interface. • Service design considers the experience provided by all the touchpoints together. Multi-channel experience design: – face-to-face, – physical environments, – traditional communication & sales channels, – call-centers...etc – and the Web in all its forms (mobile, computer...etc) • They are both interaction designs
  10. Service design & UX design • Most Websites are services, so they can also be considered by the Service Design point of vue and associated tools & methods. Almost everybody today is a service provider. Services stand for nearly 70% of our GDP’s. • Service ecologies have become much more complex since the Internet as a lot more things are possible. But at the same time it has become much more difficult & challenging to design the services and experiences that people really need, want & use.
  11. Service design & UX design • Some more expansive definitions of UX design: Ø User experience encompasses all aspects of the end-user's interaction with the company, its services, and its products. - Nielsen Norman Group Ø The design of anything, independent of medium or across media, with human experience as an explicit outcome and human engagement as an explicit goal. - Jesse James Garrett Ø I'm interested in "experience design" because it's the most imperialistic of all design disciplines to date. I mean, 'design' can be about pretty much anything, but 'experience' design -- come on, what ISN'T an experience? - Bruce Sterling
  12. Service design & UX design • UX for the Web and Service design (or experience design as a broader definition for a service) both follow the design thinking process. • They actually share in common the design research & ideation tools and methods: Interviews, Personas, Ethnographic studies, Mental models, Empathy maps, context mapping & other generative techniques....etc • But they have their own media specific prototyping & modelling tools – UX for the Web: wireframes, flowcharts, content inventories, card sorting, navigation schemes, tagging systems....etc – Service design: Customer journey maps, service blueprints, role plays, storyboards • Even these media specific modelling tools tend to get more and more merged & shared between the 2 disciplines • User experience design is experience design as much as Service Design is.
  13. Customer journey map http://www.flickr.com/photos/whatidiscover/217822551/
  14. Customer journey map
  15. Service blueprint http://www.flickr.com/photos/brandonschauer/3363169836/
  16. Service prototyping http://www.servicedesigntools.org/sites/default/files/res_images/STORYBOARD_03_0.jpg
  17. Service prototyping http://paulthurston.co.uk
  18. A point on design research http://www.maketools.com/pdfs/Contextmapping_SleeswijkVisseretal_05.pdf
  19. Ubiquitious Service Design • In a recent, seminal article by Peter Morville on “Ubiquitious Service Design”, facing the emerging mobile Internet, augmented reality & Internet of things world he states: “It's an era in which information blurs the boundaries, enabling multi-channel, cross-platform, trans-media, physico- digital user experiences. To succeed, we'll need teams that are multi-disciplinary and individuals who can help us think visually.” http://semanticstudios.com/publications/semantics/000633.php
  20. Design as a business strategy • Design for service & innovation is a very practical approach to implementing a wider, design-led business strategy. Design can be used as a creative and accessible form of business planning to align strategy, brand, communications & physical environments around propositions that enhance customers’ experiences. • Roger Martin: “The most successful businesses in the years to come will balance analytical mastery and intuitive originality in a dynamic interplay that I call design thinking. Design thinking is the form of thought that enables forward movement of knowledge, and the firms that master it will gain a nearly inexhaustible, long-term business advantage.” http://www.businessweek.com/innovate/content/oct2009/id20091014_072850.htm
  21. The design of business http://www.rotman.utoronto.ca/rogermartin/designofbusiness.pdf
  22. Business model innovation http://alexosterwalder.com/
  23. The Bauhaus Building in Dessau, designed by Walter Gropius Bauhaus was a school in Germany that combined crafts and the fine arts, and was famous for the approach to design that it publicized and taught. It operated from 1919 to 1933. ("House of Building" or "Building School"). The school existed in three German cities (Weimar from 1919 to 1925, Dessau from 1925 to 1932 and Berlin from 1932 to 1933), under three different architect- directors: Walter Gropius from 1919 to 1928, Hannes Meyer from 1928 to 1930 and Ludwig Mies van der Rohe from 1930 until 1933, when the school was closed by its own leadership under pressure from the Nazi. http://en.wikipedia.org/wiki/Bauhaus …the Bauhaus was the most influential art, craft and design school of the century. They are definitely more than just design. http://mootee.typepad.com/innovation_playground/2009/08/bauhaus-is-not-just-a-design-movement-it-is-a-business-philosophy-too.html1
  24. …is design thinking a movement (in business) that is equivalent to Bauhaus ? How do we take advantage of mass co- creation and social connectivity to create new business models that are designed to be sustainable, simple and empathetic?...
  25. Since 1937, László Moholy-Nagy continued the Bauhaus movement at the “New Bauhaus” in Chicago which later became the Chicago Institute of Design, which today is one of the most renowned Design Schools in the world teaching Design Thinking methods amongst others.
  26. Thank you ! • Your questions ? • Sylvain Cottong • sylvain@integratedplace.com • www.twitter.com/sly • www.integratedplace.com