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Service design

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The Simplicity Thesis. A fascinating trend is consuming Silicon Valley and beginning to eat away at rest of the world: the radical simplification of everything.

The Simplicity Thesis

Want to spot the next great technology or business opportunity? Just look for any market that lacks a minimally complex solution to a sufficiently large problem. Take book publishing, for instance. Or website hosting. Jeff Bezos put these and other industries on notice in his annual shareholder letter, which included a self-service rallying cry against gatekeepers that perpetuate complexity and block innovation. Any market where unnecessary middlemen stand between customers and their successful use of a solution is about to be disrupted. Ultimately, any market that doesn't have a leader in simplicity soon will. If you’re not the simplest solution, you’re the target of one.

In the '90s and into the 2000s, an early wave of Internet services focused on simplicity through disintermediation: Amazon for shopping, eBay for selling, Google for searching. What The 3 Stages Of Love Teach You About Crafting Great Services. Digital services, such as Google Maps and Foursquare, are a fast-growing part of our daily lives.

What The 3 Stages Of Love Teach You About Crafting Great Services

These services can be beneficial and much loved, like Amazon Prime, but poorly designed services can revile, causing customers to terminate brand relationships. Designing living entities So what is service design all about? At Fjord, we use service design to shape delightful experiences wherever people meet the products they use. Service design is about creating living entities that evolve and change over time. •In response to people’s evolving needs and expectations. It’s not that the design of services is inherently better or more important than other forms of design. Designing for love Instead of getting stuck in industry jargon, we like to compare services to human relationships.

At Fjord, we aim to design services that people fall in love with. The same logic goes for digital solutions. How to tell managers they're wrong about UX research and still get hired. I was meeting with a potential client a few weeks back who wanted a usability test.

How to tell managers they're wrong about UX research and still get hired

“Tell me about your users,” I asked, hoping that I could then use this information as the basis for a recruitment screener. “Well, it’s aimed at everyone really, so you don’t need to recruit any special kind of user,” came the reply. Red flag. I was just formulating a response when he said: “Anyway, that’s good news for you as you’ll need quite a few users!”

Putting on my best ‘actually-you’ll-be-surprised-by-this’ face, I said, “Often, we find we can get lots of insight with as few as five people.” Service Innovation » Blog Archive » Touch-point cards now available. Quite a lot of people have liked the touch-point cards and have been spreading the word about how useful they are in service innovation projects.

Service Innovation » Blog Archive » Touch-point cards now available

I have received several emails requesting sets, but have been unable to deliver. The first two print runs of the cards went very quickly. Now, I’m pleased to say that we have just received a third set of cards. The third set includes some new cards and now all cards are together. For version two, we added new cards, but had to take a few old ones out out to make space for the new ones in the existing box.

Powered by Google Docs. Why service design is the next big thing in cultural innovation. Here at the Edinburgh Festivals Innovation Lab, we explore how to best use new thinking and new tools to make the experience of the twelve major Edinburgh festivals even better – for audiences, performers and the festivals organisations themselves.

Why service design is the next big thing in cultural innovation

As part of this ongoing work, this week saw the launch of Festivals Design DNA, a project which began life as a simple question: what happens if we approached innovation through the eyes of a designer, and in particular a service designer? Working together with Glasgow-based service design agency Snook, we have created a set of practical tools to help cultural organisations use the principles and approaches of service design to improve the experiences they produce – supporting the innovation process all the way from ideation to delivery.

But before I tell you why I think service design is the next big thing in the cultural sector, let's just back up a wee bit and do the definition thing. This is Service Design Thinking. basics/tools/cases (book project) Visualizing the customer experience using customer experience journey maps. Too often when we think of a customer, our view is filtered through the lens of our job, profession, department, or specialty.

Visualizing the customer experience using customer experience journey maps

Think of how patients are treated in most hospitals. They are viewed as a disease, an illness, a collection of parts – each with its own specialist. The hospital system is designed for the convenience of the specialists, not for the needs of the patient. Specialists in a hospital are much like the silos in an organization, each viewing a customer from their own departmental lens. Bringing the outside in using customer experience journey maps Customer experience journey maps are a tool to help bring the outside world into an organization.

And as we map out the customer’s story, our organization’s own story becomes visible. Below are a few examples of different types of customer experience journey maps. [updated September 28, 2011 & May 22 2012 with additional examples] Social Gamer created by nForm.

User touch points