Introduction to service design @ lily _ dart lilydart.com - PowerPoint PPT Presentation

Lily Dart Service design & user research Introduction to service design @ lily _ dart lilydart.com

Introduction to service design Service design is a holistic, user-centred approach to designing services @ lily _ dart lilydart.com

Introduction to service design 1. Focuses on meeting service user needs @ lily _ dart lilydart.com

Introduction to service design 1. Focuses on meeting service user needs 2. Considers end-to-end user journey @ lily _ dart lilydart.com

Introduction to service design 1. Focuses on meeting service user needs 2. Considers end-to-end user journey @ lily _ dart lilydart.com

Introduction to service design 1. Focuses on meeting service user needs 2. Considers end-to-end user journey 3. Designs for staff needs @ lily _ dart lilydart.com

Introduction to service design 1. Focuses on meeting service user needs 2. Considers end-to-end user journey 3. Designs for staff needs 4. Designs business processes @ lily _ dart lilydart.com

Introduction to service design 1. Focuses on meeting service user needs 2. Considers end-to-end user journey 3. Designs for staff needs 4. Designs business processes 5. Is measurable @ lily _ dart lilydart.com

Introduction to service design Service design considers all of these elements in a service @ lily _ dart lilydart.com

Introduction to service design Service design considers all of these elements in a service @ lily _ dart lilydart.com

Introduction to service design Today we’ll design a basic service, based on user needs, staff needs and a stress persona @ lily _ dart lilydart.com

Introduction to service design 1. Design the service journey 2. Create a service prototype 3. Test and iterate the prototype 4. Create a service blueprint 5. Design metrics for the service @ lily _ dart lilydart.com

Introduction to service design User needs are descriptions of the key needs of your service users @ lily _ dart lilydart.com

Introduction to service design Staff needs are descriptions of what staff need to deliver a service that meets user needs @ lily _ dart lilydart.com

Introduction to service design Stress personas are depictions of users who could experience unexpected impacts from a service @ lily _ dart lilydart.com

Introduction to service design Stress personas help us to design empathetically for our users @ lily _ dart lilydart.com

Introduction to service design Task 1 Review your research packs for the services you’ll be designing. User needs Staff needs Stress persona @ lily _ dart lilydart.com

Introduction to service design Journey mapping @ lily _ dart lilydart.com

Introduction to service design Journey mapping is designing an experience, end to end, from the users perspective @ lily _ dart lilydart.com

Introduction to service design @ lily _ dart lilydart.com

Introduction to service design Task 2 Design the service journey for your persona from initial introduction through to completion of an appointment, considering: What your persona is thinking What is happening When it happens @ lily _ dart lilydart.com

Introduction to service design Service prototyping @ lily _ dart lilydart.com

Introduction to service design Great service experiences require experimentation and evaluation @ lily _ dart lilydart.com

Introduction to service design “ A prototype is worth a thousand meetings.” Designation @ lily _ dart lilydart.com

Introduction to service design “ A prototype is worth a thousand meetings.” Designation @ lily _ dart lilydart.com

Introduction to service design You can’t know the experience you’ve created until you put it in front of a user @ lily _ dart lilydart.com

Introduction to service design @ lily _ dart lilydart.com

Introduction to service design @ lily _ dart lilydart.com

Introduction to service design @ lily _ dart lilydart.com

Introduction to service design @ lily _ dart lilydart.com

Introduction to service design @ lily _ dart lilydart.com

Introduction to service design Task 3 Design a service prototype to test out your service journey, you can use: Paper prototypes Phones Email Desktop walkthroughs Physical walkthroughs @ lily _ dart lilydart.com

Introduction to service design Introduction to service design Break @ lily _ dart lilydart.com @ lily _ dart lilydart.com

Introduction to service design Task 4 Test your service prototype with another group and get feedback. @ lily _ dart lilydart.com

Introduction to service design Task 5 Swap; test the other groups service prototype and give them feedback. @ lily _ dart lilydart.com

Introduction to service design Task 6 Iterate your service journey based on the feedback you received from the other team. @ lily _ dart lilydart.com

Introduction to service design Service blueprints @ lily _ dart lilydart.com

Introduction to service design Service blueprints are a method of displaying all interactions in a service journey @ lily _ dart lilydart.com

Introduction to service design Time User actions @ lily _ dart lilydart.com

Introduction to service design Time User actions Online Phone In person @ lily _ dart lilydart.com

Introduction to service design Time User actions Online Phone In person Support processes @ lily _ dart lilydart.com

Introduction to service design Time User actions Front stage Online Phone In person Back stage Support processes @ lily _ dart lilydart.com

Introduction to service design Time User actions Front stage Online Phone In person Back stage Support processes @ lily _ dart lilydart.com

Introduction to service design Time User actions Front stage Online Phone In person Back stage Support processes @ lily _ dart lilydart.com

Introduction to service design Time User actions Call received Meets cleaner at Receives and Request for from cleaning home, discusses quote confirms quote requirements service Front stage Email received with Form submitted quote and via website Online confirmation request Call to confirm initial Phone appointment Assessment visit at clients home In person Back stage Support Cleaner appointed to Address and Requirements Regular processes client, appointment contact details added to CRM and appointment added scheduled added to CRM quote generated to scheduling tool @ lily _ dart lilydart.com

Introduction to service design Task 6 Start your service blueprint. Use your service journey to add user actions, and add any front stage interactions into the appropriate channels. @ lily _ dart lilydart.com

Introduction to service design Time User actions Call received Meets cleaner at Receives and Request for from cleaning home, discusses quote confirms quote requirements service Front stage Email received with Form submitted quote and via website Online confirmation request Call to confirm initial Phone appointment Assessment visit at clients home In person Back stage Support Cleaner appointed to Address and Requirements Regular processes client, appointment contact details added to CRM and appointment added scheduled added to CRM quote generated to scheduling tool @ lily _ dart lilydart.com

Introduction to service design Task 7 Add support process to your service blueprint, considering: Information that will be collected from users Information that will be sent to users Business processes Systems to capture data Systems to support processes @ lily _ dart lilydart.com

Introduction to service design Time User actions Call received Meets cleaner at Receives and Request for from cleaning home, discusses quote confirms quote requirements service Front stage Email received with Form submitted quote and via website Online confirmation request Call to confirm initial Phone appointment Assessment visit at clients home In person Back stage Support Cleaner appointed to Address and Requirements Regular processes client, appointment contact details added to CRM and appointment added scheduled added to CRM quote generated to scheduling tool @ lily _ dart lilydart.com

Introduction to service design Designing metrics and measures @ lily _ dart lilydart.com

Introduction to service design How will we know when we’ve met the user need? @ lily _ dart lilydart.com

Introduction to service design How will we know the service is performing? @ lily _ dart lilydart.com

Introduction to service design 1. Clients need a timely response 
 to enquiries 2. Clients need to know how much 
 the service will cost 3. Clients need to trust that their cleaning requirements have been understood @ lily _ dart lilydart.com