SlideShare a Scribd company logo
1 of 39
Moin.
Stephanie Weber
UX Designer
Dipl. - Grafik Designer,
Specialist in Creation
of Multimedia
Franziska Semer
User Researcher
MA Media & Design -
Service Design,
Dipl. Ing (FH)
Service Design
meets
UX Design
© Stephanie Weber
Service
User Experience
Customer Experience
User Centered
PRODUCT
Interaction
Participatory
Co-Creation
Research
Thinking
USABILITY
Behavioral
DESIGN
„One designs the
interface of the
experience, the other
designs the service
behind the product or
organisation.“
(Oliver King - Engine)
SD UX
Was ist was?
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))
• 1 single touchpoint
• creating digital product
• more virtual
• qualitative & quantitative
• deep
• clear deliverables
• right technology
• technician
UX
© immonet.de
©immonet.de
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)
• 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
Service Design Project „SWISS Airlines“
© http://designit.com/cases/swiss-service-design-vision
Customer Journey Map
© http://de.pinterest.com/pin/106679084898253949/
Customer “Flight“ Journey
© http://designit.com/cases/swiss-service-design-vision
© Christoph Merdes
Service Blueprint
© Franziska Semer
SD UX
• experience
• prototyping
• co-creation
• iterative
• bigger picture
• journeys
UX SD
1 Mindset - Design
Thinking.
Analysis
Observation
Synthesis
Ideation
Prototyping
Testing
Analysis
© immonet.de
Observation
© immonet.de
Synthesis
© http://wallvan.com/puzzle-artistic-wallpaper.html
Ideation
© http://www.smartplanet.com/blog/decoding-design/why-brainstorming-doesnt-work-and-what-does/
Prototyping
© immonet.de
Testing
© immonet.de
SD UX
Design Thinking
5 Principles
• human-centred
• co-creative
• experience based
• holistic
• iterative
„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)
„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)
Service
User Experience
Customer Experience
User Centered
PRODUCT
Interaction
Participatory
Co-Creation
Research
Thinking
USABILITY
Behavioral
DESIGN
Shut up Buzzword
Bingo.
It’s about projects, not
practices!
Talk to people.
Für wirklich gute
Produkte und Services
brauchst du beides.
In Hamburg sagt
man Tschüss…
und wir sagen
Danke.
Was denkt ihr?
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/

More Related Content

What's hot

Interaction Frontiers06 Getting From Concept To Realization
Interaction Frontiers06 Getting From Concept To RealizationInteraction Frontiers06 Getting From Concept To Realization
Interaction Frontiers06 Getting From Concept To RealizationPabini Gabriel-Petit
 
UXD – What is User Experience Design?
UXD – What is User Experience Design?UXD – What is User Experience Design?
UXD – What is User Experience Design?Technosiss
 
Make design happen
Make design happenMake design happen
Make design happenKang Wen Lin
 
Service Design: Your Next Career Move
Service Design: Your Next Career MoveService Design: Your Next Career Move
Service Design: Your Next Career MoveBrandon Ward
 
What I've Learned about UX Design
What I've Learned about UX DesignWhat I've Learned about UX Design
What I've Learned about UX DesignAli Rushdan Tariq
 
Design transformation - IXD Dubai Launch
Design transformation - IXD Dubai LaunchDesign transformation - IXD Dubai Launch
Design transformation - IXD Dubai LaunchPedro Custódio
 
User Experience Design: It's a Thing Now
User Experience Design: It's a Thing NowUser Experience Design: It's a Thing Now
User Experience Design: It's a Thing NowGretchen Thomas
 
Design Guidelines: Real-Life Stories
Design Guidelines: Real-Life StoriesDesign Guidelines: Real-Life Stories
Design Guidelines: Real-Life StoriesDesign for Context
 
User Experience (UX) Design Process
User Experience (UX) Design ProcessUser Experience (UX) Design Process
User Experience (UX) Design ProcessJonathan Lupo
 
How to Measure the Value of UX Design in Enterprise IT Projects (Heike van Ge...
How to Measure the Value of UX Design in Enterprise IT Projects (Heike van Ge...How to Measure the Value of UX Design in Enterprise IT Projects (Heike van Ge...
How to Measure the Value of UX Design in Enterprise IT Projects (Heike van Ge...IT Arena
 
121203CREATION & CO: USER PARTICIPATION IN DESIGN
121203CREATION & CO: USER PARTICIPATION IN DESIGN121203CREATION & CO: USER PARTICIPATION IN DESIGN
121203CREATION & CO: USER PARTICIPATION IN DESIGNYuichi Hirose
 
5 myths for UX Design Process
5 myths for UX Design Process5 myths for UX Design Process
5 myths for UX Design ProcessPrashant Bhot
 
User Experience 101 - The Basics
User Experience 101 - The BasicsUser Experience 101 - The Basics
User Experience 101 - The BasicsBecky Burd
 
Visualizing UX for Remote Design
Visualizing UX for Remote DesignVisualizing UX for Remote Design
Visualizing UX for Remote DesignJim Kalbach
 
Ux jiu jitsu
Ux jiu jitsuUx jiu jitsu
Ux jiu jitsuEli Silva
 
UX & UI: The differences between two abbreviations
UX & UI: The differences between two abbreviationsUX & UI: The differences between two abbreviations
UX & UI: The differences between two abbreviationsJessica Kainu
 

What's hot (20)

Interaction Frontiers06 Getting From Concept To Realization
Interaction Frontiers06 Getting From Concept To RealizationInteraction Frontiers06 Getting From Concept To Realization
Interaction Frontiers06 Getting From Concept To Realization
 
UXD – What is User Experience Design?
UXD – What is User Experience Design?UXD – What is User Experience Design?
UXD – What is User Experience Design?
 
Make design happen
Make design happenMake design happen
Make design happen
 
Service Design: Your Next Career Move
Service Design: Your Next Career MoveService Design: Your Next Career Move
Service Design: Your Next Career Move
 
What I've Learned about UX Design
What I've Learned about UX DesignWhat I've Learned about UX Design
What I've Learned about UX Design
 
Design transformation - IXD Dubai Launch
Design transformation - IXD Dubai LaunchDesign transformation - IXD Dubai Launch
Design transformation - IXD Dubai Launch
 
User Experience Design: It's a Thing Now
User Experience Design: It's a Thing NowUser Experience Design: It's a Thing Now
User Experience Design: It's a Thing Now
 
Design Guidelines: Real-Life Stories
Design Guidelines: Real-Life StoriesDesign Guidelines: Real-Life Stories
Design Guidelines: Real-Life Stories
 
User Experience (UX) Design Process
User Experience (UX) Design ProcessUser Experience (UX) Design Process
User Experience (UX) Design Process
 
How to Measure the Value of UX Design in Enterprise IT Projects (Heike van Ge...
How to Measure the Value of UX Design in Enterprise IT Projects (Heike van Ge...How to Measure the Value of UX Design in Enterprise IT Projects (Heike van Ge...
How to Measure the Value of UX Design in Enterprise IT Projects (Heike van Ge...
 
RWD and UX
RWD and UXRWD and UX
RWD and UX
 
121203CREATION & CO: USER PARTICIPATION IN DESIGN
121203CREATION & CO: USER PARTICIPATION IN DESIGN121203CREATION & CO: USER PARTICIPATION IN DESIGN
121203CREATION & CO: USER PARTICIPATION IN DESIGN
 
User Experience 102
User Experience 102User Experience 102
User Experience 102
 
5 myths for UX Design Process
5 myths for UX Design Process5 myths for UX Design Process
5 myths for UX Design Process
 
User Experience 101 - The Basics
User Experience 101 - The BasicsUser Experience 101 - The Basics
User Experience 101 - The Basics
 
Utah PMA Quarterly Meeting, June, 2010
Utah PMA Quarterly Meeting, June, 2010Utah PMA Quarterly Meeting, June, 2010
Utah PMA Quarterly Meeting, June, 2010
 
Visualizing UX for Remote Design
Visualizing UX for Remote DesignVisualizing UX for Remote Design
Visualizing UX for Remote Design
 
Ux jiu jitsu
Ux jiu jitsuUx jiu jitsu
Ux jiu jitsu
 
UX & UI: The differences between two abbreviations
UX & UI: The differences between two abbreviationsUX & UI: The differences between two abbreviations
UX & UI: The differences between two abbreviations
 
Portfolio Pitch
Portfolio PitchPortfolio Pitch
Portfolio Pitch
 

Similar to Service Deisgn meets UX Design II

UX Design Mini Course
UX Design Mini CourseUX Design Mini Course
UX Design Mini CourseDigital Snack
 
UX Design Process - MIT ID Innovation
UX Design Process - MIT ID InnovationUX Design Process - MIT ID Innovation
UX Design Process - MIT ID InnovationPankaj Deshpande
 
UX design, service design and design thinking
UX design, service design and design thinkingUX design, service design and design thinking
UX design, service design and design thinkingSylvain Cottong
 
See the line ux lt presentation here
See the line ux lt presentation hereSee the line ux lt presentation here
See the line ux lt presentation hereSuzanne Oke
 
TWS 2014: Interaction Design, brief introduction
TWS 2014: Interaction Design, brief introductionTWS 2014: Interaction Design, brief introduction
TWS 2014: Interaction Design, brief introductionValeria Gasik
 
Interaction Designer
Interaction DesignerInteraction Designer
Interaction DesignerMark Long
 
Tapping User Experience Design
Tapping User Experience DesignTapping User Experience Design
Tapping User Experience DesignTay(Taeyong) Kim
 
Design Learnings
Design LearningsDesign Learnings
Design LearningsQuikr
 
Top Three Modern Product Trends
Top Three Modern Product TrendsTop Three Modern Product Trends
Top Three Modern Product TrendsJeremy Johnson
 
What is user experience(ux) & ux designer
What is user experience(ux) & ux designerWhat is user experience(ux) & ux designer
What is user experience(ux) & ux designerMetricoid Technology
 
Deep Dive into Service Design
Deep Dive into Service DesignDeep Dive into Service Design
Deep Dive into Service DesignSoftweb Solutions
 
Brisbane Content Strategy Meetup Cct 2017
Brisbane Content Strategy Meetup Cct 2017Brisbane Content Strategy Meetup Cct 2017
Brisbane Content Strategy Meetup Cct 2017Susan Lambe
 
User Experience Explained
User Experience ExplainedUser Experience Explained
User Experience ExplainedSameer dwivedi
 

Similar to Service Deisgn meets UX Design II (20)

UX Design Mini Course
UX Design Mini CourseUX Design Mini Course
UX Design Mini Course
 
Myth & fact - Designing for UX
Myth & fact - Designing for UXMyth & fact - Designing for UX
Myth & fact - Designing for UX
 
UX
UXUX
UX
 
UX Design Process - MIT ID Innovation
UX Design Process - MIT ID InnovationUX Design Process - MIT ID Innovation
UX Design Process - MIT ID Innovation
 
UX design, service design and design thinking
UX design, service design and design thinkingUX design, service design and design thinking
UX design, service design and design thinking
 
Desain Grafis 4 - UI/UX
Desain Grafis 4 - UI/UXDesain Grafis 4 - UI/UX
Desain Grafis 4 - UI/UX
 
See the line ux lt presentation here
See the line ux lt presentation hereSee the line ux lt presentation here
See the line ux lt presentation here
 
TWS 2014: Interaction Design, brief introduction
TWS 2014: Interaction Design, brief introductionTWS 2014: Interaction Design, brief introduction
TWS 2014: Interaction Design, brief introduction
 
Practical UX
Practical UXPractical UX
Practical UX
 
Interaction Designer
Interaction DesignerInteraction Designer
Interaction Designer
 
Tapping User Experience Design
Tapping User Experience DesignTapping User Experience Design
Tapping User Experience Design
 
Design Learnings
Design LearningsDesign Learnings
Design Learnings
 
User Experience Process
User Experience Process User Experience Process
User Experience Process
 
Top Three Modern Product Trends
Top Three Modern Product TrendsTop Three Modern Product Trends
Top Three Modern Product Trends
 
What is user experience(ux) & ux designer
What is user experience(ux) & ux designerWhat is user experience(ux) & ux designer
What is user experience(ux) & ux designer
 
AbeerNassarResume
AbeerNassarResumeAbeerNassarResume
AbeerNassarResume
 
UX: User Experience
UX: User ExperienceUX: User Experience
UX: User Experience
 
Deep Dive into Service Design
Deep Dive into Service DesignDeep Dive into Service Design
Deep Dive into Service Design
 
Brisbane Content Strategy Meetup Cct 2017
Brisbane Content Strategy Meetup Cct 2017Brisbane Content Strategy Meetup Cct 2017
Brisbane Content Strategy Meetup Cct 2017
 
User Experience Explained
User Experience ExplainedUser Experience Explained
User Experience Explained
 

Recently uploaded

Math Group 3 Presentation OLOLOLOLILOOLLOLOL
Math Group 3 Presentation OLOLOLOLILOOLLOLOLMath Group 3 Presentation OLOLOLOLILOOLLOLOL
Math Group 3 Presentation OLOLOLOLILOOLLOLOLkenzukiri
 
Construction Documents Checklist before Construction
Construction Documents Checklist before ConstructionConstruction Documents Checklist before Construction
Construction Documents Checklist before ConstructionResDraft
 
Cold War Tensions Increase - 1945-1952.pptx
Cold War Tensions Increase - 1945-1952.pptxCold War Tensions Increase - 1945-1952.pptx
Cold War Tensions Increase - 1945-1952.pptxSamKuruvilla5
 
Best-NO1 Pakistani Amil Baba Real Amil baba In Pakistan Najoomi Baba in Pakis...
Best-NO1 Pakistani Amil Baba Real Amil baba In Pakistan Najoomi Baba in Pakis...Best-NO1 Pakistani Amil Baba Real Amil baba In Pakistan Najoomi Baba in Pakis...
Best-NO1 Pakistani Amil Baba Real Amil baba In Pakistan Najoomi Baba in Pakis...Amil baba
 
LRFD Bridge Design Specifications-AASHTO (2014).pdf
LRFD Bridge Design Specifications-AASHTO (2014).pdfLRFD Bridge Design Specifications-AASHTO (2014).pdf
LRFD Bridge Design Specifications-AASHTO (2014).pdfHctorFranciscoSnchez1
 
How to use Ai for UX UI Design | ChatGPT
How to use Ai for UX UI Design | ChatGPTHow to use Ai for UX UI Design | ChatGPT
How to use Ai for UX UI Design | ChatGPTThink 360 Studio
 
Embroidery design from embroidery magazine
Embroidery design from embroidery magazineEmbroidery design from embroidery magazine
Embroidery design from embroidery magazineRivanEleraki
 
Designing for privacy: 3 essential UX habits for product teams
Designing for privacy: 3 essential UX habits for product teamsDesigning for privacy: 3 essential UX habits for product teams
Designing for privacy: 3 essential UX habits for product teamsBlock Party
 
Khushi sharma undergraduate portfolio...
Khushi sharma undergraduate portfolio...Khushi sharma undergraduate portfolio...
Khushi sharma undergraduate portfolio...khushisharma298853
 
WCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptx
WCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptxWCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptx
WCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptxHasan S
 
Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024
Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024
Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024Ted Drake
 
High-Quality Faux Embroidery Services | Cre8iveSkill
High-Quality Faux Embroidery Services | Cre8iveSkillHigh-Quality Faux Embroidery Services | Cre8iveSkill
High-Quality Faux Embroidery Services | Cre8iveSkillCre8iveskill
 
Create Funeral Invites Online @ feedvu.com
Create Funeral Invites Online @ feedvu.comCreate Funeral Invites Online @ feedvu.com
Create Funeral Invites Online @ feedvu.comjakyjhon00
 
Mike Tyson Sign The Contract Big Boy Shirt
Mike Tyson Sign The Contract Big Boy ShirtMike Tyson Sign The Contract Big Boy Shirt
Mike Tyson Sign The Contract Big Boy ShirtTeeFusion
 
Design mental models for managing large-scale dbt projects. March 21, 2024 in...
Design mental models for managing large-scale dbt projects. March 21, 2024 in...Design mental models for managing large-scale dbt projects. March 21, 2024 in...
Design mental models for managing large-scale dbt projects. March 21, 2024 in...Ed Orozco
 
Production of Erythromycin microbiology.pptx
Production of Erythromycin microbiology.pptxProduction of Erythromycin microbiology.pptx
Production of Erythromycin microbiology.pptxb2kshani34
 
UX Conference on UX Research Trends in 2024
UX Conference on UX Research Trends in 2024UX Conference on UX Research Trends in 2024
UX Conference on UX Research Trends in 2024mikailaoh
 
The future of UX design support tools - talk Paris March 2024
The future of UX design support tools - talk Paris March 2024The future of UX design support tools - talk Paris March 2024
The future of UX design support tools - talk Paris March 2024Alan Dix
 
Building+your+Data+Project+on+AWS+-+Luke+Anderson.pdf
Building+your+Data+Project+on+AWS+-+Luke+Anderson.pdfBuilding+your+Data+Project+on+AWS+-+Luke+Anderson.pdf
Building+your+Data+Project+on+AWS+-+Luke+Anderson.pdfsaidbilgen
 

Recently uploaded (19)

Math Group 3 Presentation OLOLOLOLILOOLLOLOL
Math Group 3 Presentation OLOLOLOLILOOLLOLOLMath Group 3 Presentation OLOLOLOLILOOLLOLOL
Math Group 3 Presentation OLOLOLOLILOOLLOLOL
 
Construction Documents Checklist before Construction
Construction Documents Checklist before ConstructionConstruction Documents Checklist before Construction
Construction Documents Checklist before Construction
 
Cold War Tensions Increase - 1945-1952.pptx
Cold War Tensions Increase - 1945-1952.pptxCold War Tensions Increase - 1945-1952.pptx
Cold War Tensions Increase - 1945-1952.pptx
 
Best-NO1 Pakistani Amil Baba Real Amil baba In Pakistan Najoomi Baba in Pakis...
Best-NO1 Pakistani Amil Baba Real Amil baba In Pakistan Najoomi Baba in Pakis...Best-NO1 Pakistani Amil Baba Real Amil baba In Pakistan Najoomi Baba in Pakis...
Best-NO1 Pakistani Amil Baba Real Amil baba In Pakistan Najoomi Baba in Pakis...
 
LRFD Bridge Design Specifications-AASHTO (2014).pdf
LRFD Bridge Design Specifications-AASHTO (2014).pdfLRFD Bridge Design Specifications-AASHTO (2014).pdf
LRFD Bridge Design Specifications-AASHTO (2014).pdf
 
How to use Ai for UX UI Design | ChatGPT
How to use Ai for UX UI Design | ChatGPTHow to use Ai for UX UI Design | ChatGPT
How to use Ai for UX UI Design | ChatGPT
 
Embroidery design from embroidery magazine
Embroidery design from embroidery magazineEmbroidery design from embroidery magazine
Embroidery design from embroidery magazine
 
Designing for privacy: 3 essential UX habits for product teams
Designing for privacy: 3 essential UX habits for product teamsDesigning for privacy: 3 essential UX habits for product teams
Designing for privacy: 3 essential UX habits for product teams
 
Khushi sharma undergraduate portfolio...
Khushi sharma undergraduate portfolio...Khushi sharma undergraduate portfolio...
Khushi sharma undergraduate portfolio...
 
WCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptx
WCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptxWCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptx
WCM Branding Agency | 210519 - Portfolio Review (F&B) -s.pptx
 
Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024
Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024
Introduce Trauma-Informed Design to Your Organization - CSUN ATC 2024
 
High-Quality Faux Embroidery Services | Cre8iveSkill
High-Quality Faux Embroidery Services | Cre8iveSkillHigh-Quality Faux Embroidery Services | Cre8iveSkill
High-Quality Faux Embroidery Services | Cre8iveSkill
 
Create Funeral Invites Online @ feedvu.com
Create Funeral Invites Online @ feedvu.comCreate Funeral Invites Online @ feedvu.com
Create Funeral Invites Online @ feedvu.com
 
Mike Tyson Sign The Contract Big Boy Shirt
Mike Tyson Sign The Contract Big Boy ShirtMike Tyson Sign The Contract Big Boy Shirt
Mike Tyson Sign The Contract Big Boy Shirt
 
Design mental models for managing large-scale dbt projects. March 21, 2024 in...
Design mental models for managing large-scale dbt projects. March 21, 2024 in...Design mental models for managing large-scale dbt projects. March 21, 2024 in...
Design mental models for managing large-scale dbt projects. March 21, 2024 in...
 
Production of Erythromycin microbiology.pptx
Production of Erythromycin microbiology.pptxProduction of Erythromycin microbiology.pptx
Production of Erythromycin microbiology.pptx
 
UX Conference on UX Research Trends in 2024
UX Conference on UX Research Trends in 2024UX Conference on UX Research Trends in 2024
UX Conference on UX Research Trends in 2024
 
The future of UX design support tools - talk Paris March 2024
The future of UX design support tools - talk Paris March 2024The future of UX design support tools - talk Paris March 2024
The future of UX design support tools - talk Paris March 2024
 
Building+your+Data+Project+on+AWS+-+Luke+Anderson.pdf
Building+your+Data+Project+on+AWS+-+Luke+Anderson.pdfBuilding+your+Data+Project+on+AWS+-+Luke+Anderson.pdf
Building+your+Data+Project+on+AWS+-+Luke+Anderson.pdf
 

Service Deisgn meets UX Design II