Service design for UXers
Full day workshop. Wednesday 9 August 2017, 9am – 5:00pm.
Description
Interested in Service Design? Think it's just the same as UX? Or interested in becoming a service designer?
This hands-on workshop takes participants through the key differences and similarities between a service design mindset and methodology and those of UX/IxD, showing where their existing skills overlap and dovetail into service design and where they might want to expand. You will begin in your UX comfort zone and then be challenged to expand your approach beyond the screen and across multiple touchpoints, including non-digital ones. At the same time, you will develop your thinking about the business strategy and backstage systems of your service concepts. Finally, you will pitch your concepts back to the other participants through experience prototypes including at least one digital and one non-digital touchpoint.
This workshop intended for UXers interested in understanding service design better and for those looking to move across into service design more permanently.
What you'll learn
- An overview of service design
- How their UX skills integrate into service design projects
- How to expand their initial concept beyond digital channels and in the process understand the complexity of service ecosystem design
- How to use the “hand” method and to be comfortable with assumptions in order to develop a broad outline and fill in the gaps later
- How to align the back-stage business with the front-stage experience through service blueprinting
- How to this approach relates to user journeys, storyboards, scenarios, user stories, jobs to be done and other frameworks
What you'll take away
This workshop focuses mainly on the process of the developing a service, which can be done with anything from pens and sticky-notes to digital tools. I will supply digital handouts and cheat sheets. All participants will receive a copy of Service Design: from insight to implementation .
Target audience
The target audience is UX/IxD/CX professionals or students as well as their clients (startups, brand strategists, customer experience managers, innovation teams, for example). You don’t need to be the best graphic designer in the world, but the ability to sketch stickman storyboards is an advantage. This is intended for a mix of junior UXers interested in understanding service design and more senior UXers looking to move across.