BenjaminParry / tags / service design 2012

Tagged with “service design 2012” (2)

  1. The value of consciously designed services « Service Design 2012

    We can get caught up in researching, designing and launching services, and totally forget the impact the conscious design of services is having on real people. Let this cease!

    Using stories from Australia and around the world, this talk provides tangible examples of the impact service design is having on customers, staff and organisations in a range of different sectors.

    Presented by Iain Barker

    http://www.uxaustralia.com.au/servicedesign-2012/the-value-of-consciously-designed-services

    —Huffduffed by BenjaminParry

  2. How to teach yourself service design: Three years of lessons learnt « Service Design 2012

    A couple of years ago we decided that our vision at Optimal Usability was to help transform New Zealand organisations into providers of world-class customer experiences. We quickly came to the conclusion that world-class experience is almost always across channels, and while we had done lots of projects with different channels, very few were about researching and designing the end-to-end experience.

    This was about the same time that service design was gaining some currency as an umbrella term for cross-channel customer experience.

    We figured that we really needed to bone up on what service design was, and how it applied to what we did. The resulting journey took us 3 years and we discovered a lot about how to “learn service design”. Some innovative approaches included spending 3 months doing service design on ourselves, interviewing CEOs of service design companies and conducting internal knowledge sharing sessions.

    In this presentation I’ll share our journey, our lessons and our mistakes; and give you some ideas that you can try.

    Presented by Trent Mankelow

    http://www.uxaustralia.com.au/servicedesign-2012/how-to-teach-yourself-service-design

    —Huffduffed by BenjaminParry