Customers First: Designing for differentiation, conversion and loyalty

Often customers don’t behave as organisations want, or expect them to - as the majority of people move through their services in autopilot. The past four years at Livework, we have experienced the power of infusing service design with a refined mix of behavioural economics, consumer behaviour and psychology. We have developed a unique approach that goes beyond nudging. By getting people aware at the right time we have helped a wide range of clients to create lasting impact on behaviour change.

Enabling Innovation: A Designers Perspective

Thomas Sutton

Role of design in business innovation

Tim Selders

Birgit Mager - Journey map into the future

Service Design Network

Customer-centered Design Organizations (Peter Merholz at Enterprise UX 2017)

Rosenfeld Media

Customer behaviour by design

This presentation will bring to focus CX & UX disciplines and the synergies in their approach to solving customer problems. We will talk about a model where CX & UX disciplines will need to work together through shared processes and deliverables. The cooperation and coexistence of the groups allows for unifying experiences for customers across multiple channels and devices. There are internet retailers that carry your cart status across multiple devices, now imagine it’s a retailer with a brick and mortar along with a digital presence that can carry your cart across all of those channels. The union of CX & UX teams organizationally or from a process and deliverables standpoint can be beneficial for the two groups and the business. We will present the story of UX and CX groups coming together within our company to create organizational change to be focused on customers.

AgileUX, Lean Start Up, Design Thinking and how it all aligns - dave landis

Dave Landis

Customer Experience & User Experience - is the union greater than the sum of ...

UXPA International

NIMA Masterclass

This is Service Design in 25 useful tools

Tijs Wilbrink

Service design, the next ten years

Companies need to learn how to apply service design themselves – instead of relying only on external experts. This edition of Service Design Drinks followed a pragmatic approach that provides best practices on bringing knowledge and experience in-house. We discussed different learning concepts that address various stakeholders ranging from front stage staff to managers. An essential part of the conversation shed light on boundaries and pitfalls as this is an important aspect of learning as well. Furthermore dos and don’ts of ‘learning how to service design’ were discussed. This edition took place at BCG Digital Ventures amazing Mitte office. The speaker was Manuel Großmann, co-founder of Fuxblau.

Design Thinking for Project Managers

Craig Perue

UX STRAT Online 2021 Presentation by Paul-Jervis Heath, Modern Human

UX STRAT

Bringing Service Design In-House / Service Design Drinks Berlin

Service Design Berlin

Companies need to learn how to apply Service design themselves – instead of relying only on external experts. The session at KISD Conference on 2015 followed a pragmatic approach that provides best practises on bringing knowledge and experience in-house. We discussed different learning concepts that address various stakeholders ranging from front stage staff to managers. An essential part of the conversation was to shed light on boundaries and pitfalls as this is an important aspect of learning as well. Furthermore dos and don’ts of ‘learning how to service design’ were discussed. Manuel Großmann and Martin Jordan presented at KISD Conference on May 18 under the overarching topic of ‘Refining the Meaning of Design’

KISD Conference / Bringing Service Design In-House

Service Design Berlin

Finding the New Business As Usual Abstract: SEB, one of Sweden’s largest banks and Transformator Design collaborate with the mission to make SEB a true customer centric organisation. Since we began working together three years ago, several successful service improvements have made, the management aware of the potential of service design as a key success factor. This led to a closer collaboration in customer centric service and business development, capacity buildning and governance. The presentation is about how SEB are making progress by using service design methods for services as well as organisational developement.The message is the common insight that SEB is not trying to work in an unusual way, it is SEB finding their new business as usual, by involving customers and employees in a structured way. Innovation: The innovative parts of our proposal addresses the fact that becoming customer centric for real isn’t a quick fix. True customer insights, courage and endurance are key success factors, in changing mindset and building new capacity of the organisation. It is about SEB finding out that service design is not a method, but an approach to a new way of thinking, acting and working. It is also about finding out that new capabilities have to be encouraged and new ways of working have to be established. Service design provides the tools for all this. The design methods are used both when developing services and when changning mindsets in a continuous way of working in close collaboration.

Daniel Ewerman & Josefine Eklund - Presentation SEB & TransformatorDesign

Service Design Network

In this workshop Marzia will guide the audience into an exploration of how to design a supreme employee experience, generating solutions aimed at establishing positive employee relationships. Instruments like eNPS (Employee Net Promoter Score) are useful to understand how your employees regard their current experience, offering little or no guidance on how to improve it. Marzia will guide you through a step-by-step process to maximise the use of eNPS data as a starting point to rethink and redesign your employee experience.

Designing superior employee experiences

Masterclass Content Journeys

Informaat

What's hot (20)

Christian Vatter - Service Branding

Service Design & Service Blueprints

Beyond the customer journey

Enabling Innovation: A Designers Perspective

Role of design in business innovation

Birgit Mager - Journey map into the future

Customer-centered Design Organizations (Peter Merholz at Enterprise UX 2017)

Customer behaviour by design

AgileUX, Lean Start Up, Design Thinking and how it all aligns - dave landis

Customer Experience & User Experience - is the union greater than the sum of ...

NIMA Masterclass

This is Service Design in 25 useful tools

Service design, the next ten years

Design Thinking for Project Managers

UX STRAT Online 2021 Presentation by Paul-Jervis Heath, Modern Human

Bringing Service Design In-House / Service Design Drinks Berlin

KISD Conference / Bringing Service Design In-House

Daniel Ewerman & Josefine Eklund - Presentation SEB & TransformatorDesign

Designing superior employee experiences

Masterclass Content Journeys

Viewers also liked

Becoming a great listener with one simple trick

Service Design typically looks at customer relationships outside the organization, yet a growing body of work is showing the value of service design when applied to the fundamental services that exist within an organization. Internal service units such as IT, HR, Finance and Procurement are ripe for reinvention, and Service Design is an ideal toolkit to approach the task. This talk will look at how the notion of ‘customer-centredness’ is impacting internal business functions, and the role Service Design can take in reinventing these traditional, siloed functions.

Designing services for the enterprise

More and more projects are looking to integrate digital and physical service environments, delivering a cohesive experience to customers as they interact with the organisation across many different channels. The State Library of Victoria attracts nearly two million visitors a year and even more than that through its online channels and phone-based services. It has a rich history and plays a central role in the cultural life of Victoria. In 2014 the Library underwent a comprehensive re-design of its service delivery, working closely with Meld Studios over a thirteen week period. During the project the team embarked on a series of activities aimed at understanding the service context of this institution. Along the way, the team not only learned about the Library, it also learned a few lessons about large-scale service design projects.

UX Australia 2016 - State Library of Victoria Service Redesign - Chris O'Brie...

Ux australia talk 2014 : Reflections of a story teller

What I’ve learned about research interviews from talk shows

During May 2013 the Meld Studios team conducted a three-week long observational and contextual research project for a cafe chain in Western Australia. After 110 hours of observation in 18 locations, nearly 200 interviews, and thousands of photographs we had collected a lot of data, and learned a lot more about the conduct of field research. This presentation looks at the research objectives, research plan, our experiences in the field, and reflect on the extent to which we successfully captured – and were able to communicate – what we saw, heard, smelled, touched and felt.

Design Research: Lessons learned

Solve problems with design; don't just solve design problems. Starting with a look at how design can be used to create iconic experiences; incite passionate following; and redefine the basis of competition; the presentation moves on to contrast design-centric problem-solving with traditional management approaches steeped in science. References used in the presentation can be found at http://delicious.com/stevebaty/scad-presentation Live tweet of the actual presentation by @daveIxD can be found at http://search.twitter.com/search?q=docscad

Design + Strategy

Gould is an internationally acclaimed strategic branding firm. For over ten years we have designed, launched and grown sustainable brands for clients using our unique strategic process. We love to help develop meaningful, engaging, authentic brands and creative experiences using our unique strategic toolset and creative process. Our award-winning creative team is passionate and caring. Clients trust us because we love what we do and we value quality long-term relationships.

Gould | Strategic Branding | Portfolio

Peter Gould

The questions we ask ourselves at the idea generation stage of design play a critical role in the nature of the ideas generated. Bold questions beget bold ideas; and incrementalism begins in the same way. In this talk Steve Baty will look at how problem framing and reframing can impact the ideas teams generate, and how problem statements can be ‘tuned’ to better deliver feasible concepts within your organisation. We’ll look at some recent examples from the work at Meld Studios as well as some well-known case studies from around the world.

(Re)framing

Presented at UX Australia in August, 2011. To design the most appropriate products or services, designers need to understand the contexts in which the product or service will sit. With product and service design, there are levels of context to consider, creating an important framework for our research, design and implementation processes. The 1977 Powers of Ten documentary by Charles and Ray Eames inspires and illustrates levels of context well, showing a frame of focus and then zooming out by a power of ten to show that the initial frame is sitting within an even larger context, with new variables to consider at each level. Applying this zoom construct to design, each level focuses us in on different factors, and this focus impacts the type of research, design and implementation approach we need to take. For example, imagine you are asked to design a mobile application. The levels of context for consideration could be: Screen elements (ie. space constraint; screen real estate; legibility; colour) Entire application within a phone (ie. purpose of app within world of other mobile apps; phone form factor; operating system; updates; support teams) Phone within a hand (ie. computing versus talking; haptics; keyed entry versus touch) Person with phone on a bus using the application (ie. screen glare; one-handed entry and use; privacy; situations of use) Janna will demonstrate practical ways for designers to consider these levels of context from the beginning of a project and how to integrate this thinking into every facet of the project. By zooming in to different levels of context we can appropriately understand the people, organisations, settings and situations surrounding the products or services we’re designing. Understanding these levels will impact project focus, research scope, clarify design dependencies, and illustrate what is and isn’t in our control as designers.

Levels of context: The impact of zoom on the contexts we research, design for...

frog Wearables

The drive for innovation in products and services and a culture of ‘fail early; fail often’ has bred a desire for very early prototypes. This approach lends itself to an entire industry tackling a problem or for the venture capitalists funding them. It can be broadly characterised as hypothesis-led. It is much less appropriate or advantageous for an individual project team within an established industry attempting to reinvent an existing product/service category. For these teams, an insight-led approach in which multiple concepts are developed in parallel is more appropriate. This presentation will give an introduction to each of these two dominant models of design-driven innovation. It will look at the advantages and disadvantages of each; and look at the issue of localised optimal solutions and what this means for innovation.

Two models of design-driven innovation - UX Australia

“The modern city is becoming a pointer system, the new URL, for tomorrow’s hybrid digital–physical environment. Today's Facebook will be complemented by tomorrow's Placebook. Explosive innovation and adoption of computing, mobile devices, and rich sources of data are changing the cities in which we live, work, and play. It's about us, and how computing in the context of our cities is changing how we live. A digital landscape overlays our physical world and is expanding to offer ever-richer experiences that complement, and in emerging cases, replace the physical experience. In the meta–cities of the future, computing isn't just with us; it surrounds us, and it uses the context of our environment to empower us in more natural, yet powerful ways.”

Adaptive Path's Guide To Experience Mapping (Japanese Edition)

Kazumichi (Mario) Sakata

Data in the city

This was presented at Service Design 2011 on 3 May, 2011 in Sydney, Australia. The description: Service design cannot be practiced to its fullest extent without the capability of capturing and expressing what a service is. In addition to capturing the core processes and logistics of service delivery, such as touchpoints, roles, contexts and purposes, we also need to capture the inherent qualities of the service experience, from both a customer and business perspective. Drawing on their work with some of Australia’s largest organisations and smallest start-up businesses, Janna DeVylder and Iain Barker of Meld Studios will share practical insights applicable to anyone wanting to use service mapping within their practice. They will look at service mapping as both a process and as an outcome. First they will define what a service map is, what elements are required to create it, and an overview of how you can express a service visually. They will also discuss how the map can be used dependent upon where in the project process you are, from mapping current-state and identifying opportunity areas, expressing future state, or articulating the service roadmap of getting from today to the future. Based in Sydney, Meld Studios are strategic designers with business brains. They help organisations to see new ways of thinking, explore opportunities and turn ideas into tangible realities.

Mapping a service

Wearable Technology and the Connected City

Re-Designing Citizenship