Service Design Skills

Speaker notes: 3 subject intersect on this talk: Service Design: Planning and organizing systems, people and things to create new services or improving existing ones Community of practice: A group of people with a shared practice (see next slide) Mastery: Getting better, attaining comprehensive knowledge
A community of practice is a group of people that have in common A limited group of people (community) A domain – an area of practice Best practices We’ll talk about how to Get to know each one. So you can understand your domain, attain mastery and find your community
I did not start from scratch there are some sources that either directly talk about sk Bau’s roles/ capabilities framework 20012 10 faces of innovation This is service design doing and This is service design thinking Org design for design orgs Not enough time for all In the end I decided on the 9 capabilities framework, because it’s the one that it’s more on topic. “All models are false but some are useful” Reading these sources will be helpful
Speaker notes: This is the Service Designers Capabilities framework (Bau, 2012) Service Designers are hybrid designers playing roles of part researchers, part strategist, part designers
Speaker notes: This is the Service Designers Capabilities framework (Bau, 2012) Service Designers are hybrid designers playing roles of part researchers, part strategist, part designers
Here a case study of how these skills are called upon during the design of a service (in this specific example I have to say that I was very involved in most of it, but that I didn’t enter the timeline at the very beginning, but slightly later on. Still I know what happened in the story throughout. Apart from this, some of the tasks were directly mine and on some cases I has supervising or informing. I stop before the end of the project because it’s enough to show how all the skills are utilized on rotation. Stakeholder interviews Ethnographic interviews Market trends Gap analysis Ideation workshop Pop-up test at 1 store Synthesis from test Presenting to cross functional team Business model canvas, business modeling (MBA stuff) pricing Writing service role description, job description, App user flows Hiring service role Writing scripts, service role manual Service role training Service station design (MVP), (desk, backdrop, logo, business cards, printers) 4 Store live prototype of sessions (4 months) Shadowing, fly on the wall at stores of sessions Intercepts at stores App prototyping Data from stores of specific customer purchases Synthesis of findings Preparing recommendations and experience principles Presenting to cross functional team and leadership High fidelity station prototype Planning communication strategy for store employees Training of Store Managers and store employees Writing success metrics
Working towards mastery. Decide where you need to go Evaluate where you are now Take small steps- deliberate Practice- not 1000 hours (BS #) but a lot. Get candid feedback. Reflect Go back to 2 Our event will focus on 1. and 2. It doesn’t matter if you have started or are a consummate professional thinking about Mastery will help. Mastery will help you enjoy your work-life more passion.
Now we are going to link back to the service design community of practice A class that taught me how to understand my community of practice
Graphic: Speaker notes: Finding the domain means: defining for yourself what is the difference between service design, UX, information design, marketing. What’s a service designer? What’s design thinking? Know what is close or is included Know how people in different entities talk about Service Design. Make yourself a glossary
Find your community Tips: Join networking organization such as Service Design Altanta Add and Follow service designers on LinkedIn Follow bloggers and authors on service design Sign up for Service Design Network Go to a conference Participate in a service Jam Make a database of consultancies that do Service Design institutions that teach Service Design and in-house design teams that do serv
Graphic: Speaker notes: Understand your practice. Today’s presentation has given you a lot of information about the practice. How might you learn about developing strategies and plans. Tip: Make a database of service design toolkits Read books on service design Make a reading list Look at portfolios of service designers Find case studies of service design Read Touchpoint
How to: Take print out. Fill out score card on both sides Write your email or your link Put on wall Want to learn from someone? Get mentor Offer help

Service Design Skills

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