lecture 5 design tools

DesignSustainabilityNicola Morelli

The toolbox: Design tools

Nicola Morelli Design & Sustainability 2

The service encounter

The service experience

Front and Back Office

Use cases (exercise)

Requirements

DesignSustainability

The service encounter

Nicola Morelli Design & Sustainability 4

What is a service?

Nicola Morelli Design & Sustainability 5

• People– Service employees

– users

– others

• Context– Products

– Light/sound/Smell

• Communication– Direct

– Indirect

Elements of a Touchpoint

Nicola Morelli Design & Sustainability 6

• Time– functional– Information– Entertinment

• Rules– Implicit– Explicit

• Roles– Enhancing– Relieving

Elements of a Touchpoint

Nicola Morelli Design & Sustainability 7

The service encounter model

Subject Objective

Artifacts

CommunityRules

Division of work

Tools

Skills

Informations

Explicit

Implicit

Roles

Tasks

DesignSustainability

The service experience

Nicola Morelli Design & Sustainability 9

Service experience is based on:

•Time sequences

•Interaction

•Emotion

The service experience

Nicola Morelli Design & Sustainability 10

Time sequences

Nicola Morelli Design & Sustainability 11

Interaction

The service Journey (scenarios)

Parker, S. and J. Heapy (2006). The Journey to the Interface - How public service design can connect users to reform, Demos

Nicola Morelli Design & Sustainability 12

Emotion

DesignSustainabilityFront and back office

Nicola Morelli Design & Sustainability 14

Strukturen af serviceydelser

14

Nicola Morelli Design & Sustainability 15

Line of interaction

Line of visibility

Line of internal interaction

Ph

ysic

al

Evid

en

ce

Cu

sto

mer

On

sta

ge

Con

tact

Backsta

ge

Con

tact

Su

pp

ort

P

rocesses

Customer Calls

Customservice Order

Dispatch Deliver

Airport receives

and loads

Fly to sort

Centre

Sort Package

To destinati

on

Driver delivers

pack

TruckPackagingFormsHandheld computerUniform

Custom giges pack

Deliver picks up

pack

Load in airplane

Unload and sort

Load on truck

Customer receives

pack

TruckPackaging

FormsHandheld computer

Uniform

Nicola Morelli Design & Sustainability 16

Interaction experience design

16

Nicola Morelli Design & Sustainability 17

Design management

Nicola Morelli Design & Sustainability 18

Where is the line of visibility in:

•Aalborg kommune tax office

•Fast Food

•IKEA

Reflection

?

Nicola Morelli Design & Sustainability 19

Nicola Morelli Design & Sustainability 20

DesignSustainabilityDesigning a service: Use cases

Nicola Morelli Design & Sustainability 22

• Use cases are simple stories describing a service function such as:

• Login

• Buy a ticket

• Choose from a menu

What are use cases?

Nicola Morelli Design & Sustainability 23

• Title

• Actors

• Flow of events

• Pre conditions

• Post conditions

• Alternative paths

Elements of a use case

Nicola Morelli Design & Sustainability 24

USE CASE John wants to edit his CV

Actors John, when using the telecentre to edit his CV The receptionist welcoming, informing and billing John The room assistant, assisting John

Flow of events

Pre- Conditions

Post- conditions

Example

Nicola Morelli Design & Sustainability 25

USE CASE John wants to edit his CV

Actors

Flow of events John enters the telecentre The receptionist welcomes John The receptionist informs John about available workstations The receptionist introduces John to the room assistant The room assistant guides John to the workstation John logs in and works on his CV ======Time spent by John working on his CV======= John finishes his work and saves the file John approaches the billing personThe receptionist updates John’s membership card (that helps John keep track of his use of the telecentre)

Pre- Conditions

Post- conditions

Example

Nicola Morelli Design & Sustainability 26

USE CASE John wants to edit his CV

Actors

Flow of events

Pre- Conditions John is a registered user of the telecentre (he has a login and password that allow him to access the telecentre’s network and computers)

Post- conditions

Example

Nicola Morelli Design & Sustainability 27

USE CASE John wants to edit his CV

Actors

Flow of events

Pre- Conditions John is a registered user of the telecentre (he has a login and password that allow him to access the telecentre’s network and computers)

Post- conditions John has a saved copy of his edited CV in his online directory on the telecentre’s server (or on his memory support)

Example

Nicola Morelli Design & Sustainability 28

Nicola Morelli Design & Sustainability 29

Use Case: requirements representation

Pro

du

ct

Serv

ice

TangibleIntangible

Unperceivable Perceivable

Computer

Workstation (desk, chair partitions)

Environment rooms, corridors, etc)

Membership card

Reception

Assistance

Backup

Software

Maintenance/upgrade

Billing

Concept

John wants to edit his CV

Server

ComputerWorking stationRoomsMembership cardReceptionAssistanceBillingMaintenanceBackupServerSoftware

Nicola Morelli Design & Sustainability 30

Use case to elicit requirements

Nicola Morelli Design & Sustainability 31

Design a bicycle sharing system in Aalborg:

•Users have to pay for the bike

•Payment can happen with cash or card

•There may or may not be a subscription

Develop the main use cases and work out the requirements

Exercise

DesignSustainabilityRequirements

Nicola Morelli Design & Sustainability 33

Requirements and attributes

Nicola Morelli Design & Sustainability 34

Minimum acceptable Optimal

Friendliness Provide info Suggests solutions

Transparency User friendly Take control

Reliability Works all the time Reliable on high performance tasks

Privacy Defends my privacy I can leave confidential

information there

Dedicated I can always find a place I have my own place

Requirements and customers’expectations

Nicola Morelli Design & Sustainability 35

Requirements and customers’expectatios

Nicola Morelli Design & Sustainability 36

Requirements and customers’expectatios

Nicola Morelli Design & Sustainability 37

Requirements and providers

Nicola Morelli Design & Sustainability 38

Booking Logistic Contact

Requirement 1

Requirement 2

Requirement 3

Requirement 4

Requirement 5

Requirement 6

Requirement 7

Actor 1 √ √ √

Actor 2 √ √

Actor3 √ √ √

Actor 4 √

Requirements and actors

Nicola Morelli Design & Sustainability 39

Inventory of processes and attribution to actors

39

Subsystems

Processes