Service Design 2016 schedule

Monday 21st March 2016

  • Design a service in six hours

    by Andy Polaine

    This is a full day workshop, on 21 March 2016 (from 9am-5pm). It will be held in Melbourne CBD - location to be confirmed.

    Product designers and architects get the chance to sketch multiple variations of their concepts quickly and roughly. What is the equivalent of this for services that have multiple touchpoints and intangible concepts?

    This hands-on workshop races participants through the entire process of conceiving, mapping out, storyboarding and creating the business model of a service. The proposed ideas will be full of assumptions, unknowns and holes, of course, but assumptions and unknowns are just things that need to be researched and verified and now we know what we have to do. Participants will end with a first 'sketch' of their idea, ready to be researched, refined, honed and polished.

    Learning Objectives
    By the end of the day participants will have learned:

    *How to generate and work through the first “sketch” blueprint of an entire service proposition
    *How to use the “hand” method and to be comfortable with assumptions in order to develop a broad outline and fill in the gaps later
    *How implementation detail affects the strategic whole and vice versa
    *How to align the back-stage business with the front-stage experience through service blueprinting
    *How to take user journeys to generate concepts, storyboards, scenarios and design specifications
    *How to map this onto a business model canvas

    Description of the day
    The day will start with a short introduction to service design and some points about designing for Living Services plus some real or pseudo insights data to kick off the problem.

    Participants will be divided into teams of 3–5 people, depending on numbers, and will develop their first responses to the problem using The Hand technique of statement/thesis, questions, facts, stories, idea.

    Once they have a basic point-of-view on the problem, they will use the Crazy 8s quick sketching approach to developing a service/business concept. Then they will use a quick-fire service blueprint sketch to map out the multichannel touchpoints of their proposition by walking through a use-case scenario. They will need to consider the backstage requirements and generate a business model. Some may want to map this across to a Business Model Canvas.

    Finally, they will polish and revise this and explain it in a three-minute pitch with the aid of a storyboard or sketched/mockup touchpoints.

    Throughout the workshop Andy will coach each team, pushing them to zoom back and forth between detail and the overall proposition. There will also be time at the end of the workshop for feedback and Q&A.

    Take-away material
    This workshop focuses mainly on the process of the developing a service value proposition connected to a business model, which can be done with anything from pens and sticky-notes to digital tools. We will supply digital handouts and cheat sheets as well as the relevant chapter from the book Service Design: from insight to implementation.

    Target audience
    The target audience is anyone working on user experience, service design, interaction design or customer experience projects - as a designer or a business person.

    On Monday 21st March

Tuesday 22nd March 2016

  • Accessibility journey mapping public transport

    by Alexandra Almond

    As part of a broad program of work PTV had undertaken an extensive journey mapping exercise across all modes of public transport. However, the journey map was a bit light on around accessible needs. We enhanced it by working with the accessibility community. This involved, among other things, travelling the network in a blindfold with a cane and in a wheelchair, with a disability trainer as a guide; and running a workshop with 35 people from the community - with a mix of people with a disability, advocates and carers.

    On Tuesday 22nd March

  • Conscious closure: Designing positive break-up experiences

    by Paul Taylor

    Is it just me or do our services make it much easier to sign up than to close down? This talk aims to highlight the issues that can arise when we fail to close customer relationships in an adequate manner and promotes the design of positive break-up experiences.

    On Tuesday 22nd March

  • Customer-focused industry regulator: It doesn’t have to be an oxymoron

    by Marie-Claire Grady

    It’s not often that you hear the words ‘Industry Regulator’ and ‘Customer-Focus’ in the same sentence. In the case of the Queensland Building and Construction Commission (QBCC), that’s exactly what has been achieved with the re-design of their Dispute Resolution service.

    On Tuesday 22nd March

  • Designing for service: Co-designing with people affected by asbestos related disease

    by Julie Tucker and Janine Sisson

    Using Service Design methods over a series of research workshops we were able to build a small community of people affected by asbestos related disease willing to share their ‘lived’ experience. Through the visual evidence created in the workshops and the graphic designer’s development of the work in between workshops, this community co-designed a place to share knowledge and experience, irrespective of where the people affected by asbestos related disease lived in Australia, in the form of a website prototype. This co-designed platform allows further input by others.

    On Tuesday 22nd March

  • Designing services for the enterprise

    by Janna DeVylder

    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.

    On Tuesday 22nd March

  • Remembering what we have forgotten

    by Andy Polaine

    An Uber is your personal chauffeur, Apple’s app allows you to treat their stores as a personal storeroom, Task Rabbit lets someone do your chores for you, Amazon Echo orders your groceries, a Michelin star chef cooks for you and it’s delivered to your home, Airbnb gives you homes all over the world, Google Now politely reminds you that you should leave for your meeting sooner rather than later. All these service experiences feel Silicon-Valley modern, but look back in history or watch an episode of Downton Abbey and you will see that we are just remembering what we have forgotten.

    On Tuesday 22nd March

  • Service design, experience design and exhibition design

    by sebchan

    Seb will talk about the application of service design within a museum drawing on work done in New York and currently underway in Melbourne. How does service design mesh with experience design and exhibition design? What might a services model look like for a museum?

    On Tuesday 22nd March

  • STREAT service design: Converting customers into advocates for social good

    by Miles Menegon and Rebecca Scott

    StrEAT, a social enterprise that helps young people at risk of being homeless, operates on a scalable model that has seen them grow from a humble coffee cart in Fed Square in 2010 to operating seven interconnected businesses (five cafes, a catering company and a coffee roastery) today. Their goal is to be working with 250 youth each year by 2017, providing youth with life skills and hospitality training. The key to StrEAT’s success is converting casual customers over time into active advocates of its social programs through ongoing awareness of the positive impact customers can make individually and collectively within their community.

    On Tuesday 22nd March

  • The bits are a hit. The experience is shit

    by Rob Scherer

    My kids got a new game console for Christmas. They also got their first lesson in the importance of service design. I’ll talk about their first 36 hours of (non) gaming on their shiny new toy.

    On Tuesday 22nd March

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