workshop : applying design thinking and methods to services · 2014-07-02 · rethinkngdesign...
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DeThinkingServiceReThinkngDesign
Stuart G Bailey, 25 November 2009
Workshop : Applying design thinking and methods to services
Stuart G Bailey
Dept. of Product DesignGlasgow School of Art
DeThinkingServiceReThinkngDesign Workshop : Applying design thinking and methods to services
Stuart G Bailey, 25 November 2009
Some background:
BDes/MEDes product design created 1999 at GSA•
responded to perceived changes in design industry•
paralleled growth in service design industry•
recognised need enhance product design training•
DeThinkingServiceReThinkngDesign Workshop : Applying design thinking and methods to services
Stuart G Bailey, 25 November 2009
Designing for experience:
product
DeThinkingServiceReThinkngDesign Workshop : Applying design thinking and methods to services
Stuart G Bailey, 25 November 2009
Designing for experience:
interaction
DeThinkingServiceReThinkngDesign Workshop : Applying design thinking and methods to services
Stuart G Bailey, 25 November 2009
Designing for experience:
service
DeThinkingServiceReThinkngDesign Workshop : Applying design thinking and methods to services
Stuart G Bailey, 25 November 2009
Designing for experience:
Pr
oduc
t
Interaction
Service
material ephemeral
DeThinkingServiceReThinkngDesign Workshop : Applying design thinking and methods to services
Stuart G Bailey, 25 November 2009
Designers are good at:
dealing with complex information•
seeing patterns in information•
making connections•
visualising opportunities•
DeThinkingServiceReThinkngDesign Workshop : Applying design thinking and methods to services
Stuart G Bailey, 25 November 2009
We added:
social science skills•
DeThinkingServiceReThinkngDesign Workshop : Applying design thinking and methods to services
Stuart G Bailey, 25 November 2009
Getting the data:
DeThinkingServiceReThinkngDesign Workshop : Applying design thinking and methods to services
Stuart G Bailey, 25 November 2009
CUSTOMER JOURNEY CAREERS SCOTLAND
WELCOMEwelc t r h a
r
FORM
ver
UNDERSTANDINGco v a orm
ACTIONa o a c ter
r r cw te c
FAREWELLav or
t c
DURATION: 15 Minutes
C t r
student
career advisor
???!!!
t ]
CareerScotland Services
Time
sees advert
goes on internet
makes a call
advised to drop in
speaks to advisor
logs on to internet to nd tnearest centre
attends drop in centre
lls out lea et & waits for advisor
reads infos & gets
suggestions & info on websites
user looks @ websites
user attempts to apply for jobs but does not have CV
searches web &
development workshops
makes call to book a place
speaks to advisor & con rms date
attends workshop
continues to search for other opportunities
goes back & works on CV
sends CV to 3 job prospects
gets asked in for interview - no exp. of this - jobless
CS on assessment & interviews
makes call to user centre
speaks to advisor
con rms these are available & books
attends course & leaves con dent for next interview
waits for course
gets a call from another employer
gets call - con r-mation interview was a success
attends interview & leaves con dent
Others
note (N/A for Byers Road)
■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ ■
Uninformed Student JourneyTracey, 19, currently full time student, looking for further education
awareness usejoin awareness
full time14-19passers bydrops inUCAS
emotions
contact with CS
visits CS centre for a drop in session
it’s too crowded and leaves
comes back again and receives consultancy
does the career match on a computer in CS centre
she receives informa-
universites and careers and more tips
she accepts application tips
writes an applica-tion at home
goes to CS to get consultancy
LEARN DIRECT POLICY
USER
LEARN DIRECT POLICYLEARNING RESULTSLEARNING PLACESCOMMITMENT TOUCHPOINTSINFORMATION TOUCHPOINTSDISCOVERY TOUCHPOINTSUSER
NO RESULT
EMPLOYMENT
FURTHER EDUCATION
LIFE
IMPR
OVE
MEN
T VOLU
NTEERIN
G
TRAINING
COLLEGE / U
NIVERSITY
LEARNING CENTRES
INTERNET
COLLEGE / UNIVERSITY
WIT
HIN
BUSI
NESS
PRE
MIS
ES
INTERNETTELEPHONE
VISIT CENTRE
EDUCATION FAIR
BYTE
SIZE
CAT
ALO
GU
E
ILA
INTERNETTELEPHONE
VISIT CENTRE
EDUCATION FAIR
BYTE
SIZE
CAT
ALO
GU
E
ILA
ADVERTISING
LIBR
ARY
TELE
PHO
NE
INTERNET
VISIT CENTRE
EDUCATION
FAIR
WORK
REFERAL
WO
RD O
F M
OU
TH
Visualising the User Journey
Visualising journeys, pathways, interactions & relationships:
DeThinkingServiceReThinkngDesign Workshop : Applying design thinking and methods to services
Stuart G Bailey, 25 November 2009
Using tools to test ideas, get feedback & prototype: