explosive websites - how digital damages service experence
DESCRIPTION
Originally presented at London's Service Design Thinks on Thursday 3rd September 2009, this deck explains my theory of how digital, in the wrong hands, does more damage that good. I do this using the example of UK government service transformation policy from 2000 to 2009, dropping in my own learnings and anecdotes.TRANSCRIPT
Service Design Thinks Conference 2009
[email protected] of Service Design @ The
Team
EXPLOSIVE WEBSITES - How digital damages service experience
Service Design Thinks Conference 2009
[email protected] of Service Design @ The
Team
WHAT I WANT TO TALK ABOUT
Service Design Thinks Conference 2009
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Team
…AND HOW
Learnings will show up here!
Service Design Thinks Conference 2009
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ABOUT ME
1. Don‘t be precious
Service Design Thinks Conference 2009
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Team
EXPLOSION #1 2000 to 2005
2. Service design that’s driven by tech fails
Service Design Thinks Conference 2009
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A BEREAVEMENT EXPERIENCE
3. Build emotion into the bottom line
Service Design Thinks Conference 2009
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GUERILLA WAR
4. Don’t be ashamed of cosmetic improvements
Service Design Thinks Conference 2009
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EXPLOSION #22005 to 2011
5. Always insist on a service strategy…or make one up!
Service Design Thinks Conference 2009
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Example:INTERNATIONALTRADE
6. Service design projects make for great PR
Service Design Thinks Conference 2009
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PEOPLE ARE DANGEROUS
7. Fight your way to the coalface
Service Design Thinks Conference 2009
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DIGITAL DOESN’THAVE TO MEANQUICK
8. Don’t leave the offline behind, they hate running
Service Design Thinks Conference 2009
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EXPLOSION #3A NATIONAL SERVICE
Service Design Thinks Conference 2009
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EXPLOSION #3A NATIONAL SERVICE
9. Lose battles to win wars 10. Don’t be ashamed of ugly
Service Design Thinks Conference 2009
[email protected] of Service Design @ The
Team
How to avoid an explosive website
1. Don’t be precious about design2. Service design driven by tech fails3. Build emotion into the bottom line4. Don’t be ashamed of cosmetic enhancements5. Always insist on a service strategy, or make one
up6. Co-design makes for great PR7. Fight your way to the coalface8. Don’t leave the offline behind, they hate running9. Lose battles to win wars10.Don’t be ashamed of ugly
Service Design Thinks Conference 2009
[email protected] of Service Design @ The
Team
Vote for me to talk at SXSW interactive
The only service design presentation being proposed
http://panelpicker.sxsw.com/ideas/index/interactive
Service Design Thinks Conference 2009
[email protected] of Service Design @ The
Team
CONTACT ME
plateandserve.wordpress.com
joelbaileyuk