Service Design Making Workshop - Giant Conference 2014

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Workshop held at Giant Conference 2014 in Charleston SC. Service Design is gaining popularity in the United States as a better approach to defining, designing, and orchestrating service experiences. While having much in common with user experience, service design in practice requires new ways of thinking and new methods of making. It also requires embracing both the complexity of service experiences and the organizations that deliver them. This workshop is designed to get more user experience practitioners familiar with some of the methods of service design. Our session will focus on several lo-fi making approaches–acting, sketching, storytelling, and blueprinting–that can be used to iteratively conceptualize new service experiences. The session will be fast-paced and iterative. You'll learn concepts and approaches that only can prepare you to tackle service experience problems, but can easily be applied to any project involving multiple touchpoints or channels. You'll be thrown in the service design deep end, but the water's warm (I promise).

Text of Service Design Making Workshop - Giant Conference 2014

  • DATEADAPTIVE PATH PROJECT TITLE GOOD AFTERNOON
  • Patrick Quattlebaum @ptquattlebaum Iran Narges @inarges @adaptivepath #xmapping 14 JUNE 2014 ! Service Design Making
  • BODY TEXT WHITE Lorem ipsum dolor sit amet, consectetur adipisicing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit BODY TEXT DARK Lorem ipsum dolor sit amet, consectetur adipisicing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit BODY TEXT SMALL DARK Lorem ipsum dolor sit amet, consectetur adipisicing elit, sed do eiusmod tempor incididunt ut labore et dolore magna aliqua. Ut enim ad minim veniam, quis Nostrud exercitation ullamco laboris nisi ut aliquip ex ea commodo consequat. Duis aute irure dolor in reprehenderit in voluptate velit LIST XL Lorem ipsum dolor sit amet Consectetur adipisicing elit Sed do eiusmod tempor LIST L Lorem ipsum dolor sit amet Consectetur adipisicing elit Sed do eiusmod tempor LIST L Lorem ipsum dolor sit amet Consectetur adipisicing elit Sed do eiusmod tempor CALLOUT LOREM IPSUM DOLOR SIT AMET CONSECTET CALLOUT SWATCHES RAPHIC ELEMENTS GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING
  • MANAGING DIRECTOR AT ADAPTIVE PATH STRATEGY, SERVICE DESIGN, & MANAGEMENT CONSULTING MY GOAL IS TO MAKE YOU AS HAPPY AS THIS GUY GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING
  • DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH SERVICE DESIGN MAKINGGIANT CONFERENCE 2014 | SERVICE DESIGN MAKING
  • DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING source: http://foliovision.com/images/2012/10/Rodin-the-Thinker.jpg Thinking
  • DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH SERVICE DESIGN MAKINGGIANT CONFERENCE 2014 | SERVICE DESIGN MAKING source: source: http://mjvinnovation.co.uk/wp-content/uploads/2013/04/lan%C3%A7amento-DT-1.jpg
  • DATEADAPTIVE PATH PROJECT TITLE ADAPTIVE PATH SERVICE DESIGN MAKINGGIANT CONFERENCE 2014 | SERVICE DESIGN MAKING EVERYONE IS THINKING!
  • DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING source: http://farm4.staticickr.com/3013/2614466422_87da07eb78_o.jpg Making
  • DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING source: http://3.bp.blogspot.com/-dtdHFVzXrG8/T-dejxDfj4I/AAAAAAAAA8w/3xiTH9V8D-s/s1600/OrcStorytellers.jpg Stories
  • DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING source: http://images3.wikia.nocookie.net/__cb20121027235942/disney/images/c/ce/Peterpan2-disneyscreencaps.com-5489.jpg Believe
  • DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING source: http://ko.fotopedia.com/items/ickr-157363377 Connections
  • DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING source: http://ko.fotopedia.com/items/ickr-157363377 Waves
  • DATEADAPTIVE PATH PROJECT TITLE Designing Services Service Blueprinting Service Storming Service Stories
  • DATEADAPTIVE PATH PROJECT TITLE DESIGNING SERVICES
  • DATEADAPTIVE PATH PROJECT TITLE A date with my wife... Photo: PT Quattlebaum GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING
  • DATEADAPTIVE PATH PROJECT TITLE at a nice restaurantA date with my wife... GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING
  • DATEADAPTIVE PATH PROJECT TITLE 18 Dirty Unreliable Pressure to use cash Not special GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING
  • DATEADAPTIVE PATH PROJECT TITLE Dirty Unreliable Pressure to use cash Not specialExpensive Book in advance Book in time blocks Payment in two steps GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING
  • DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING
  • DATEADAPTIVE PATH PROJECT TITLE Open App View Availability Reserve GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING
  • DATEADAPTIVE PATH PROJECT TITLE Track Progress Get Updates GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING
  • DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING
  • DATEADAPTIVE PATH PROJECT TITLE Pay Give Feedback GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING
  • DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING
  • DATEADAPTIVE PATH PROJECT TITLE Waiting GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING
  • DATEADAPTIVE PATH PROJECT TITLE Four Hour Block Trip Trip Trip Trip Waiting GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING
  • DATEADAPTIVE PATH PROJECT TITLE Nice cars Just in time More exibility Bigger market Friendly service Reasonable price More control Fill in gaps in schedule Easy payment Feedback loop Streamlined process Feedback loop PASSENGER DRIVER GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING
  • DATEADAPTIVE PATH PROJECT TITLE $72,000 GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING $58,000 $44,000 $30,000 TAXI DRIVER ANNUAL INCOME (SAN FRANCISCO) 25% Median UberXPercentile: 75% 90% NET INCOME: $60,014 adapted from: Felix Salmon, https://medium.com/@felixsalmon/the-economics-of-everyones-private-driver-464bfd730b38
  • DATEADAPTIVE PATH PROJECT TITLE CUSTOMER STAFF BUSINESS GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING CO-VALUE
  • DATEADAPTIVE PATH PROJECT TITLE GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING Your experience may vary source: http://www.businessinsider.com/amy-poehler-in-best-buys-super-bowl-ad-rst-photos-2013-1
  • DATEADAPTIVE PATH PROJECT TITLE SERVICES ARE COMPLEX GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING
  • DATEADAPTIVE PATH PROJECT TITLE This is a list item 1 This is a list item 2 This is a list item 3 PLACEHOLDER IMAGE REPLACE SEEING DOING (ACTIONS) FEELING (MOTIVATIONS) HEARING THINKING (FRAMING) DEVICE RELATIONSHIPSTIME PLACE CONTEXT GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING
  • DATEADAPTIVE PATH PROJECT TITLE JOURNEY GIANT CONFERENCE 2014 | SERVICE DESIGN MAKING
  • DATEADAPTIVE PATH PROJECT TITLE PATIENT ACTIVITIES INFORMATION NEEDS Critical Moment Patient sees Care Provider activities i think i need helpstages discover what is wrong with me make me better maintain my new normal 1 2 3 4 5 7 8 9 10 11 12 13 14 Critical Moment Patient needs JMH Critical Moment Severity of condition can determine the tone of the journey Redirect Get patient on correct path: ER/UC/PCP May have been directed from routine PCP visit Critical Moment Patient gets diagnosis Critical Moment Patient gets or starts treatment Critical Moment Get patient on the road to normal Critical Moment Patient sees Care Provider Redirect Referred to Specialist, patient is looking to connect with right Care Provider for them 6 + ANXIETY + RELIEF STORY ARC The relative change in anxiety and relief and the range in patient stories EXPERIENCE DRIVERS UNDERSTANDING: Building knowledge and clarity REPETITION: Multiplying the unknown UNKNOWN: Creating uncertainty and obscurity STABILITY: Progressing and sense of security COMFORT: Growing ease and alleviation DOUBT: Growing skepticism and mistrust HIGH IMPACT key moment something feels wrong Unsure what is wrong. Scare of the unknown. my needs Validate that I need help key moment decide to get help Confident I will get help and hopeful that I can get answers. my needs Be ready for me key moment monitor treatment Confident in my care. Clear expectations of what is progress. Access to my Doctor just in case. my needs Access to help when needed. Reassurance that there is progress. key moment check-ups Consistent access to my Doctor. Confident in my care and prepared if anything comes up. my needs Show me progress key moment see a specialist Confident in my care and