Online Whiteboard for Visual Collaboration. Design Impact Perú. Communication methods supporting design processes. Service Design 101 — Practical Service Design. What is Service Design?
Service design is a human-centered design approach that places equal value on the customer experience and the business process, aiming to create quality customer experiences, and seamless service delivery. Service design helps organizations see an end-to-end, surface-to-core perspective, enabling understanding services from a customer perspective. Service design is rooted in design thinking, and brings a creative, human-centered process to service improvement and designing new services. Through collaborative methods that engage both customers and service delivery teams, service design helps organizations gain true, end-to-end understanding of their services, enabling holistic and meaningful improvements. Key Terminology. Service Blueprints - Communicating the Design of Services. Service blueprints were first described by Lynn Shostack, a banking executive, back in 1982 in the Harvard Business Review.
They’ve become popularized over the last few years as service design has grown as a profession. In addition to being useful in service design they are often used by operational management to gauge the efficiency of work within an organization. A service blueprint is, in essence, an extension of a customer journey map. A customer journey map specifies all the interactions that a customer will have with an organization throughout their customer lifecycle – the service blueprint goes a bit deeper and looks at all the interactions both physical and digital that support those customer interactions and adds a little more detail to the mix. The blueprint is usually represented in a diagram based on swim lanes (each lane being assigned to a specific category) with interactions linked between lanes (using arrows to represent the flow of work).
Frontstage. No basta con UX: Lo que le falta a tu empresa para adoptar Service Design. Futurice: The Intelligence Augmentation Design Toolkit. No basta con UX: Lo que le falta a tu empresa para adoptar Service Design. Service Design Immersive. Great service experiences involve elegant orchestration of all the moments customers engage with your company, whether they are visiting a physical space, attending an event, calling an 800 number, or receiving an SMS alert.
In this workshop, get acquainted with tools that will help you see your customer’s entire journey with your service clearly, identify ways to make it more seamless and delightful, and unite your organization in delivering on this vision. You’ll walk away knowing how to: Zoom out from individual touchpoints to outline and map the customer journey Identify opportunities for your service to evolve and growUnderstand the internal implications for changing the customer experienceDesign a service that mixes digital and non-digital interactionsRally your team around the future vision of your service Download the full course description.
Got questions? Corporate Training Your Office. Making it clear when machines make decisions by Matthew Sheret - IF. Screenshot of a dashboard for investigators exploring issues related to a public service that makes use of automated decisions The committee has a data scientist on staff, Abbie, who can help members of the committee to understand how the service works and run simulations.
Abbie has access to lots of information and resources that the National Benefit Service makes available online to aid investigations such as this. These include: Abbie is able to test the correlation between the date of the change to the service and the spike in sanctions. Investigating further, Abbie can see that the changes made to the service include a change in the source of travel data used to train a new version of the machine learning algorithm.
By testing different versions of the algorithm, Abbie is able to conclude that it has affected the appointment times given to claimants. It’s here that the interplay between algorithms affects claimants. Finally, we think context is critical. Lima Gov Jam – Bethania Lapouble. ¡Un vistazo de lo que me dejó y aprendí!
🔍 💡 El mes pasado me enteré del GOV JAM, le di una mirada rápida y me gustaba la idea que sean dos días de puro trabajo en búsqueda de mejoras de servicios públicos del país, además que es un evento que se desarrolla en varios países el mismo día. Luego, vinieron a mí algunas dudas clásicas cuando afrontas nuevas experiencias. ¿Será que puedo ir sola sin equipo? ¿Y si van todos en equipo? Por temas de tiempos no pude ir el primer día, pero me animé y fui al segundo. ¡Reto del grupo! ¿Cómo podríamos hacer efectiva la participación del ciudadano en la solución de los problemas del distrito?
This is service design learning – Gabriela Salinas. En los últimos dos años el diseño de servicios ha estado viviendo un boom, haciendo a la industria más accesible, incluyendo la educación sobre este tema.
Previamente solo podíamos encontrar las famosas maestrías de Service Design en prestigiosas universidades como Politecnico di Milano, Royal College of Arts, SCAD o Laurea Finlandia. ¿Dos años en una maestría de al menos medio millón de pesos? Es un lujo que no todos se pueden dar. Afortunadamente ahora podemos encontrar cursos mucho más accesibles en precio y duración. A continuación hice un compilado de algunos cursos de diseño de servicios que me parecen interesantes ya sea por las instituciones o profesores que lo imparten, o por la calidad del temario. We explain Experience Design in a few simple steps. Dropbox Paper. Service Design Day, June 1. BANCO DE HERRAMIENTAS - Service Design Drinks - Google Sheets. Service Design Immersive. Service Design insights from nine case studies. Untitled.