HALF-DAY WORKSHOP The Meaning of Technology in Services and Hybrid Services (Current title: Seeking for the best experience, Ambient Intelligence meets Service Experience Design) February 5, 2017 1:30 PM - 5:00 PM at Interaction 17 Are you prepared for the new design challenges? Do you understand the impact of the emerging technology like IoT, embodied, location-based, and hybrid interactions? Have you heard about Pokemon Go? What about Beacons? Technology in the physical environment can be the elephant in the room when badly implemented. To better understand how well technology fits into different physical environments, it is necessary to discover the right moment to bring digital to the user journey. In this workshop, participants will explore the role of technology in places. Firstly, participants will be introduced to a framework inspired by the User Experience Hierarchy of Needs model (Stephen P. Anderson, 2011) to understand the different focuses designers can have when creating a user experience lifecycle journey. Secondly, it will be presented tools to help them to visualize how technology can play a meaningful role in hybrid environments. Lastly, considering the first and second sessions’ insights, participants will learn how to maximize technology’s role by understanding the possibilities and limitations of a technological layer and how it can enhance, expand or deepen the engagement.

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AMBIENTS INTELLIGENCE MEETS SERVICE EXPERIENCE DESIGN
EXPERIENCE
SEEKINGFORTHEBEST

2. Template for design documents © Ixonos Plc I 2
/01 WELCOME AND INTRODUCTIONS
/02 SERVICE EXPERIENCE DESIGN
/03 PERSUASIVE DESIGN
/04 THE WEB EVOLUTION
/05 THE AGE OF SHIFTING THE VALUES
10 MIN BREAK (AT ABOUT 2.15 PM)
/06 IOT SERVICE KIT
/07 HANDS ON WORK
/08 WRAP-UP
AGENDA

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01 // TEAM
// JANE VITA
Service Design Lead / Ixonos
Jane Vita has several years of experience in
digital services and media, including cross
platform design, digital strategy, digital
reputation, and performance. Throughout her
career, she has helped to create new digital
services and transform existing ones with
clients including Nokia, Samsung, Ericsson,
Volvo, Renault, Marcopolo, Porto Seguro,
Nokian Tyres, Iittala, Viking Line, Safmarine,
YIT, and Fira.
// MARIA LUMIAHO
Service Design Lead / Futurice
Maria Lumiaho is a designer driven by a
sense of wonder and curiosity for a brighter
future together. Her areas of expertise include
Digital Strategy, Service Design, Experience
Design & Interaction Design. She has
envisioned and transformed digital services
for a wide variety of clients including Airbus,
BMW, Volkswagen, Finnair, Helsinki Airport,
Germanwings, and Nespresso.
Who we are :)
Twitter
@JANEVITA
@MARIALUMIAHO
#IXD17

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02 // SERVICE EXPERIENCE DESIGN
When designing
experiences you should
ask yourself, who are
you designing for and
what is the experience
your target audience is
seeking.
User experience design
won’t work in every
situation for every user
because, as human
beings, we are all
different.
The best we can do
is design for specific
experiences and
highlight certain
behaviours, but we can’t
impose or predict the
actual experience itself.
You have to leave your
comfort zone and talk with
users and stakeholders,
observe them.
They will not design your
service though, but they
will give you valuable
insights to create
and promote the best
experience.
Service Experience Design
Who Thebest Insights
“It is not enough that
we build products
that function, that are
understandable and
usable, we also need
to build products that
bring joy and excitement,
pleasure and fun, and,
yes, beauty to people’s
lives.”
Don Norman

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TASKS &EXPERIENCES
User Experience Hierarchy of Needs
by Stephen P. Anderson
Focus on experiences driven by what
your users want to do rather than
business objectives or the mechanics
of delivering your service.
03 // PERSUASIVE DESIGN

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01 02 03
Getting from tasks
to experiences
Focus on business 01, 02, 03
FUNCTIONAL RELIABLE USABLE
A Functional experience means that
you service works well.
It works but it is also trustful, it
guarantees performance and achieving
the goal is possible.
It works, it is trustful but it is also easy to
use, and the end-user can experience it
more intuitively.
03 // PERSUASIVE DESIGN

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04 05 06
Getting from tasks
to experiences
Focus on user needs 04, 05, 06
CONVENIENT PLEASURABLE MEANINGFUL
It is fitting in well with a person's needs,
activities, and plans. It also has all the
previous properties.
It is enjoyable, the person will lose the
sense of time, because it is great to be
there.
It has a personal attachment, it will
achieve your memory or it will match
with your beliefs. It has a personal
meaning.
03 // PERSUASIVE DESIGN

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04 // THE WEB EVOLUTION

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04 // THE WEB EVOLUTION

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04 // THE WEB EVOLUTION

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04 // THE WEB EVOLUTION

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05 // AGE OF SHIFTING VALUES

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06 // IOT SERVICE KIT

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06 // IOT SERVICE KIT

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06 // IOT SERVICE KIT

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06 // IOT SERVICE KIT

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07 // HANDS ON WORK
Creatively think about tech
Hands on work part 1/4
40min
Brainstorm about a persona and the many possibilities
technology can play on enabling her/him to achieve
different goals. Please, don't spend much time in making
sense of the journey or the service, the goal is to get to
know the technologies.
Tools
IOT SERVICE KIT
It is a co-creative tool for
exploring user-centric
interactive scenarios. The
goal is to let user experience
drive the process of merging
physical and digital realities
into successful digital
services. http://iotservicekit.
com/

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07 // HANDS ON WORK
Refine the context
Hands on work part 2/4
40min
Revisit the scenario and think about other elements that
will help you to refine the context, such as what changes
when the time or even season changes, what are the
other objects that are placed around, among other things.
How these new elements can add to the experience you
have just created? Change your scenario as many times
you want until you get a satisfactory path that leverage
technology.
Tools
IOT SERVICE KIT
It is a co-creative tool for
exploring user-centric
interactive scenarios.
The goal is to let user
experience drive the
process of merging
physical and digital
realities into successful
digital services.
http://iotservicekit.com/

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07 // HANDS ON WORK
Persuasive design
Hands on work part 3/4
20min
Revisit the scenario and now using the behaviour cube
think what will motivate the user to interact with the
technology you just built in that space. Use post-it notes to
visualize the triggers.
Tools
BEHAVIOUR CUBE
Big behaviour questions
and answers with lists
of valid motivators you
could consider during
development.
http://www.poetpainter.com/

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07 // HANDS ON WORK
Group presentation
Hands on work part 4/4
YOUR IMAGINATION
Imagination is the most
powerful thing that
humans have and it is
very useful, don't limit
yourself.
Tools
20min
Take your time to create the best way to share your
scenario with the groups. Let us know how the process
helped you to come up with the current solution. Please,
share also the questions you have about the process.

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Users should be
encouraged to explore
and have autonomy to
select their next steps
and immerse in specific
interaction points. Rather
than paths, sandboxes are
not shaping behaviour,
instead they create
engagement and keep
user in control.
They will decide what
happens, how they will
play with your service
building blocks, that were
being assigned with a
contextual meaning.
This system thinking
though, do not apply to
all kinds of services, but
it works for places with
specific purpose (e.g.
library, university, smart
home).
08 //WRAP-UP
How do we create engagement
by designing sandboxes,
rather than paths?
"Shape and influence a
user’s path, to creating
engaging environments
where people may
determine how and under
what circumstances
to best engage with a
system."
Stephen P. Anderson

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08 //WRAP-UP
RECAP
• We briefly talked about what is important to consider when
designing a service experience.
• We tried to use technology creatively to see where it could
lead & what can be done.
• We introduced and used IoT Service Kit and Behaviour Cube
to leverage technology meaning and its content in the service
experience.
• We collectively presented our scenarios and got feedback.
• We gave insights about what to expect next.

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08 //WRAP-UP
Questions?
Feedback?

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Jane Vita
Service Design Lead
@janevita
jane.vita@ixonos.com
https://www.linkedin.com/in/janevita/
Maria Lumiaho
Service Design Lead
@marialumiaho
maria.lumiaho@futurice.com
https://www.linkedin.com/in/marialumiaho
Thank you!