In its essence, services are intangible and we only perceive them through artefacts and interactions. So, how can we “see” them before they exist? “Being visual” is one of the first rules for any brainstorming session. It is a common strategy to communicate ideas, data, service and business concepts. The second Service Design Drinks of 2015 was about the basics of visual literacy and how we can apply them to support the design of services. Our new team member Mauro Rego gave an introduction and demonstrated tools and examples of visualisation in service design. It took place at the great Service Innovation Labs’ office in Berlin-Kreuzberg.

1. Service
Design
Drinks
S I L A B S / A p r i l 2 2 , 2 0 1 5
Being Visual
M au ro Re g o , B o a n a

2. Who are we?
Katrin
PhD Candidate,
University of
Potsdam
Olga
Business
Consultant,
Fuxblau
Manuel
Service
Designer,
Fuxblau
Mauro
Designer,
Boana
Martin
Designer,
Nokia/HERE

3. Where are we?

6. Service Design Drinks - Being Visual by Mauro Rego is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

7. Service Design Drinks - Being Visual by Mauro Rego is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

8. Service Design Drinks - Being Visual by Mauro Rego is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

9. Service Design Drinks - Being Visual by Mauro Rego is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

10. Service Design Drinks - Being Visual by Mauro Rego is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

11. Service Design Drinks - Being Visual by Mauro Rego is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

12. Service Design Drinks - Being Visual by Mauro Rego is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

13. Service Design Drinks - Being Visual by Mauro Rego is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

14. Service Design Drinks - Being Visual by Mauro Rego is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

15. Service Design Drinks - Being Visual by Mauro Rego is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

16. Service Design Drinks - Being Visual by Mauro Rego is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

17. Service Design Drinks - Being Visual by Mauro Rego is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

18. Service Design Drinks - Being Visual by Mauro Rego is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

19. How does my user group looks like?
Which group he or she may be part of (gender, age, etc).
Service Design Drinks - Being Visual by Mauro Rego is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
Personas.DesignedbyMauroRego.SAPSE2015©AllRightsReserved

20. Play Video
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How do I use this specific
evidence of the service?
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21. How my service works? the co-housing fridge of Electrolux
Karin is a student whom share the
flat with three another students.
She arrived now form the market
and she is making the Check-in in
her Cool-Fridge®Electrolux.
She check the recipes suggestion
to see what she can make with the
new products that she bought, the
Cool-Fridge®Electrolux suggest
a Carrot Cake.
But she haven’t all ingredients to
make the cake, then she check if
one of her flatmates have what she
mss. Using the LookingInside® she
discover Jonh Holl have it and send
a scrap to him by the PostScrap®
service asking for use his ingredi-
ents and inviting him to eat the
cake togheter.
Jonh normally haven’t time to cook
something to himself. He receives
the SMS from Karin and answer: “it
will be a pleasure”.
Jonh arrives at home and they eat
the delicious cake made by Karin.
Service Design Drinks - Being Visual by Mauro Rego is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
CoolFridge.DesignedbyMauroRego.2007©AllRightsReserved

22. What is the context or focus of my project?
Which problem am I trying to solve?
What is the value I am taking from this service?
How does it fit in my life?
Service Design Drinks - Being Visual by Mauro Rego is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
https://vimeo.com/58517177
Buzz.VideodesignedbyMauroRego.HPISchoolofDesignThinking2013©AllRightsReserved

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25. Exercise

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27. Service Design Drinks - Being Visual by Mauro Rego is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

28. Draw a storyboard
One scene per A4 sheet.
Each person draws a scene.
You have 10 minutes.
Being Visual • Storyboard Time!
1
How might we get stressed office workers a healthy meal?
Problem/Situation
+
Main User
Solution
+
Main Touchpoint
User Action
How the user
activate
the service?
Service
Action
Happy
end
¾ g
v ual

29. Draw a storyboard
One scene per A4 sheet.
Each person draws a scene.
You have 10 minutes.
Being Visual • Storyboard Time!
2
How might we vanish the standing tourists on the bike lanes?
Problem/Situation
+
Main User
Solution
+
Main Touchpoint
User Action
How the user
activate
the service?
Service
Action
Happy
end
¾ g
v ual

30. Draw a storyboard
One scene per A4 sheet.
Each person draws a scene.
You have 10 minutes.
Being Visual • Storyboard Time!
3
How might we help party-goers to overcome their hangover quickly
on the next morning?
Problem/Situation
+
Main User
Solution
+
Main Touchpoint
User Action
How the user
activate
the service?
Service
Action
Happy
end
¾ g
v ual

31. Draw a storyboard
One scene per A4 sheet.
Each person draws a scene.
You have 10 minutes.
Being Visual • Storyboard Time!
4
How might we get shy new Berlin arrivers get their first date in town?
Problem/Situation
+
Main User
Solution
+
Main Touchpoint
User Action
How the user
activate
the service?
Service
Action
Happy
end
¾ g
v ual

32. Draw a storyboard
One scene per A4 sheet.
Each person draws a scene.
You have 10 minutes.
Being Visual • Storyboard Time!
5
How might we help cyclists to find a safe parking place in a crowded
bike friendly city? (like Berlin during spring/summer)z
Problem/Situation
+
Main User
Solution
+
Main Touchpoint
User Action
How the user
activate
the service?
Service
Action
Happy
end
¾ g
v ual

33. Take-away

34. visualizations are interactive tools that will
be used, not only appreciated
be mindful about the audience and use their
visual vocabulary to communicate
being visual means to help the brain to
understand things faster
Black slide = Serious talk
Service Design Drinks - Being Visual by Mauro Rego is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.

35. Nov 13–14, 2015
at Kalkscheune,
Berlin / Germany
Interactive
conference for
Service Innovators

36. Awesome Speakers Engaging BarCamps
Mind-blowing Workshops Walking Service Safari

37. Thank you
servicedesignberlin.de
@SD_Berlin
fb.com/servicedesignberlin