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This is Service Design Thinking

This is Service Design Thinking
Errata — Shi* happens... Here is a list of typos and mistakes we found so far in the book. Please help us to continously develop this list, so we can correct them for the next print run. After all, it’s still about iterations and co-creation.. ;) Hardcover, 1st print run (December 2010) Page 31 — Quote from Stefan Moritz: There is a lower case “w” in front of the last sentence and a full stop missing.

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Prototype Testing Plan Prototyping is something we all do in our daily lives when we try out new things – from trying out new recipes while cooking to trying out different routes while going somewhere: it simply involves trying out an idea to see how it can be improved. At work however, prototyping is more than just ‘trying out’; it is a structured way to check that you have an efficient and fitting solution or approach before rolling it out or making a big investment in it. The Prototype Testing Plan gives a basic, but useful overview of the different ways in which you can test your work, as well as when to test it. You can build a prototype using various materials, or simply draw or act out your idea. The Prototype Testing Plan also helps structure the testing process.

Service Design From Insight to Implementation Published: March 2013 Paperback: 216 pages, ISBN 1-933820-33-0 Digital: ISBN 1-933820-61-6 by Andy Polaine, Lavrans Løvlie & Ben Reason Some 70% of economic activity in Western economies is in services—from babysitting to banking. Computer and telecommunications technologies have enabled the development of complex service systems that combine personal contact, physical artifacts, websites, and large software systems. Designing these well contributes to the well-being of citizens and to increased competitiveness and efficiency for the companies or public entities that provide them.

Retail analytics - Overview - United States Help all customers feel as if you know them personally, and that you have their interests in mind. This level of intimacy will ultimately create long-lasting and rewarding relationships for you and your customers. The world’s largest office-supply retailer delivers personalized marketing messages to its online customers, creating a a one-to-one web experience that helps fill customers’ carts and keeps them coming back. An international pet supply retailer understands the paths-to-purchase process of its customers, allowing them to tailor the online engagement with a more personalized experience.

Tom Wujec My fourth TED Talk has gone live. Draw How to Make Toast is a quirky design exercise that reveals unexpected insights into how we frame ideas, communicate, collaborate and solve problems using system thinking. The exercise is a fantastic warm up for anyone who wants to run meetings in more engaging ways. Service design and User Experience design: a complex partnership The idea behind service design (SD) is to make ‘services’ easier, quicker and more delightful to engage with. Sound familiar? It’s not too dissimilar from user experience (UX) with its goal to improve effectiveness, efficiency, satisfaction, and more recently, desirability. The major difference between SD and UX is neither the overarching aim of the work nor is it the tools, techniques and methodologies used. What sets them apart is the scope, both internal (within a company or organisation) and external (dealing with those outside company or organisation). UX has traditionally centred around digital interactive touch points, like websites or mobile applications.

Digital Learning Team The new Google sites is available both on RMIT and private accounts. They are not replacing the classic sites – see the section on Migration below. There are a number of new features of this long overdue refresh providing a new ease and speed in creating content that also removes several complications. Due to the ease and speed with which web content can be created, it will remain a favourite for both learning experience creation as well as student portfolios. Multiple Simultaneous Editors What I like most about the new Sites, for education, is the multiple simultaneous editors.

The expert guide to experience mapping Analysing the end-user journey isn't new in digital design. But as websites and digital products become more interconnected across channels and devices, it's increasingly important to find sources of insight about end-users' interactions with your digital product or service. Gaining insight into that journey through experience mapping has become more and more useful. A good experience map will show the journey of the user through the different touchpoints that characterise his or her interactions. It shows a persona in action and serves as a hub for empathy and understanding around the end-user's experience. Traditionally, designing a website or digital product experience involved thinking about a person and their use of a single digital touchpoint.

Making the case for Service Design toolkits - Views - Engine Service Design By Joe Heapy Engine has developed a number of Service Design toolkits for a range of organisations. We also spend time reflecting on and recording our own ways of working and packaging tools and methods for reuse in our work. Through experience, we've learned some useful things about Service Design toolkits and how to use and apply them. One important misunderstanding is that simply having a toolkit will change the way teams and organisations work. Patchwork: A Service Design Case Study Service Design is central to the way we work at FutureGov and was fundamental in the development of Patchwork, our smart, secure app for better team collaboration around clients. This case study on Patchwork, featuring interviews with Carrie Bishop (Director at FutueGov) and Sean Rafferty (Head of Strategy & Commissioning at Surrey County Council), provides an insight into Service Design, how we use it and what that means for the people who end up using our products. The case study was filmed as part of Create Tomorrow, a new innovation micro-site, where Dominic Campbell is featured as an expert on innovation in public services. Many thanks to Sean for explaining how Patchwork is making a difference in Surrey. Supporting over 900 agencies and 2,500 people, you can find out more about Patchwork at www.patchworkhq.com Carrie Bishop, Director at FutureGov

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