Optimized presentation on Service Design and UX Design, their differences and their similarities. Why we think that you cannot draw the distinction within the area of digital product design.
The Battle is over, and the Winner is: Design Thinking.
Optimized after holding the presentation at the UXHH Roundtable Aug/2014 and optimized for the UXCamp Hamburg in Aug/2014
Presenters: Stephanie Weber, Franziska Semer
10. UX Design
!
„The first requirement for an exemplary
user experience is to meet the exact
needs of the customer (...). Next comes
simplicity and elegance that produce
products that are a joy to own, a joy to
use.“
!
(NNGroup, 2014))
11. • 1 single touchpoint
• creating digital product
• more virtual
• qualitative & quantitative
• deep
• clear deliverables
• right technology
• technician
UX
14. Service Design
!
"Service design is the activity of planning and
organizing people, infrastructure,
communication and material components of
a service in order to improve its quality and
the interaction between service provider and
customers. The purpose of service design
methodologies is to design according to the
needs of customers or participants, so that
the service is user-friendly, competitive and
relevant to the customers.“
(Service Design Network, 2014)
15. • qualitative
• more physical
• facilitator
• new business model
• broad
• creating holistic service approach
• multi-channel touch points
• marrying customer experience
with business strategy and value
• deliverables mostly strategy and
concepts
SD
32. „UX Design & Service Design are
practices that are perfectly in line
with the Design Thinking Mindset.
It’s about applying long known
traditional design methods and
processes in product design to
more complex, abstract,
interactive and intangible things.“
(Sylvain Cottong - integratedPlace)
33. „UX professionals who are no
longer feeling challenged by or
content with the work that
they’re currently doing and who
aspire to do more are perfectly
suited to designing great service
experiences.“
!
(Laura Kelley, 2014)
39. Bibliography
Oliver King, 2011: „Service Design and User Experience:
Same or Different?“ https://vimeo.com/23582440
NNGroup, 2014: http://www.nngroup.com/articles/definition-
user-experience/
Sylvain Cottong, 2009: „UX design, service design and
design thinking“ http://de.slideshare.net/sylvain/uxdesign-
service-design-design-thinking
Laura Kelley, 2014: „Enabling a Career Shift from User
Experience to Service Design“ Published: June 23, 2014
http://www.uxmatters.com/mt/archives/2014/06/
enabling-a-career-shift-from-user-experience-to-servicedesign.
php#sthash.xgP2PWdf.dpuf
Service Design Network, 2014: http://www.service-design-
network.org/intro/