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


What is a service?


• People– Service employees

– users

– others

• Context– Products

– Light/sound/Smell

• Communication– Direct

– Indirect

Elements of a Touchpoint


• Time– functional– Information– Entertinment

• Rules– Implicit– Explicit

• Roles– Enhancing– Relieving

Elements of a Touchpoint


The service encounter model

Subject Objective

Artifacts

CommunityRules

Division of work

Tools

Skills

Informations

Explicit

Implicit

Roles

Tasks

DesignSustainability



Service experience is based on:

•Time sequences

•Interaction

•Emotion



Time sequences


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


Emotion

DesignSustainabilityFront and back office


Strukturen af serviceydelser

14


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


Interaction experience design

16


Design management


Where is the line of visibility in:

•Aalborg kommune tax office

•Fast Food

•IKEA

Reflection

?

DesignSustainabilityDesigning a service: Use cases


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

• Login

• Buy a ticket

• Choose from a menu

What are use cases?


• Title

• Actors

• Flow of events

• Pre conditions

• Post conditions

• Alternative paths

Elements of a use case


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



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



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



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


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


Use case to elicit requirements


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


Requirements and attributes


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


Requirements and customers’expectatios


Requirements and providers


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


Inventory of processes and attribution to actors

39

Subsystems

Processes

lecture 5 design tools

Documents