Talk about User Experience and Service Design, prepared for Goldsmiths’ career sessions for psychology and behavioural sciences students. I spoke about my profession, and how I got there to help students decide if it’s something they might be interested in.

1. UX &
Michel Jansen
@dawuss
Service Design
mail@micheljansen.org

5. what is
User Experience

6. product user
experience

7. The uncomfortable project by kkstudio

8. Useful?
Beautiful?
Easy to use?
Fun?
Pleasant?
Desirable? Effective?

9. user
experience
designer
design
context
product

11. user
experience
designer
design
product
research
context

13. The Disciplines of User Experience – Dan Saffer

16. user
experience
ux
architect design
product
visual
designer
developer
(or service)

17. user
experience
visual
designer
ux
architect design
developer
product
(or service)

18. user
experience
visual
designer
ux
architect design
developer
product
(or service)

19. user
experience
visual
designer
ux
architect design
developer
product
(or service) product design

20. user
experience
visual
designer
service ux
design
architect product
design
(or service) developer

21. why
service design

22. 86% of buyers will pay more for a
better customer experience
CEI Survey, quoted in Forbes 1/21/2013

23. Customer Experience Leaders Outperform the Market
7-Year Stock Performance of Customer Experience Leaders vs. Laggards vs. S&P 500 (2007-2013)
Watermark defines Customer Experience Leaders and Laggards as the top ten and bottom ten rated public companies in Forrester Research’s 2007-2014 Customer Experience Index studies.
Comparison is based on performance of equally-weighted, annually readjusted stock portfolios of Customer Experience Leaders and Laggards relative to the S&P 500 Index.

24. The job

25. THE BRIEF
“we need a new website”
(or app)

26. making the right things
for the right people
in the right way

27. w hat do you need
who are your customers
what do they want

28. what do you need
business requirements

29. who are your customers
user needs & behaviours
Total Small Med Large
Sample 299 78 150 64
% % % %
Gender
Male 53 36 53 70
Female 47 64 47 30
Age of Respondent
17 to 34 24 22 25 23
35 to 44 26 22 31 22
45 to 54 16 13 18 14
55 to 64 20 23 18 22
65 plus 14 21 8 19
Cars in Household
One 56 60 57 50
Two 41 38 40 45
3 or more 3 1 3 5
Claire
Freebie Hunter
Behaviours
Mostly uses Facebook from her laptop.
Spends a lot of time online.
Tracks deals and freebie offers.
Likes to give her opinion about things.
Doesn't mind some effort to get something for free.
Demographics Needs/Goals
30-50
Female
Stay-at-home mum
Wants free stuff
Likes to know that her opinion is appreciated
picture (cc) jimmypk @ Flickr

30. who are your customers
user needs & behaviours

31. what do they want
from user needs to features

32. what do they want
journeys and blueprints

33. what do they want
prototyping & designing
3G 10:00 AM
Piz|
Piz
Pizza
Oetker Family Pizza
Sprint X
Morrisons Ham & Pineapple Pizza 200
points
you previously added
special offer
Morrisons Mini Cheese & Ham Pizza 150
points
Q W E R T Y U I O P
A S D F G H J K L
123
Z X C V B N M
space Add
special offer
Cancel Once the user starts typing, the list gets filtered down items (from categories, previous input and other lists)
The topmost item is always the user’s exact input.
Autosuggest results come from cached db on the appear per character typed.
4.4-add-items-dialog-typing

34. creating success
sustainable relationships

35. creating success
desirable services

36. creating success
desirable services

38. UX is diverse

39. “The majority of UX professionals hold degrees
from an immense range of disciplines, from
history to chemistry, most of which don’t have
a direct bearing on UX work.”
11% Human Computer Interaction
5% information design
4% human factors
3% digital design
3% technical communication
1% interaction design
1% information architecture
Other: MBA, psychology, library science.
User Experience Career Advice: How to Learn UX and Get a Job – Susan Farrell & Jakob Nielsen, January 12, 2014

40. P.S. it’s also incredibly fun

41. thank you!

42. UX &
Michel Jansen
@dawuss
Service Design
mail@micheljansen.org