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科林, 你ška, 杰西卡 和 亚当 主持了一场有见地的(且生动的)讲座!) debate on the current state of service design.
Here are some of the highlights from our Q&A:
你是如何进入服务设计领域的?
你ška, Service Designer at Paper Studio
“I was originally an interior designer, 和 what I loved about it was solving problems. I didn’t want to stay in spacial solutions, so I did my Masters at 超级岛. 我是从用户研究员开始的, 但在我看来, I always went beyond user research because I started mapping interactions.
“幸运的是, my company is really supportive of me going in this direction 和 offered me a mentoring process with one of my bosses.”
Have you ever had to shift your approach to service design?
科林, Code的设计主管
“Recently we have found ourselves in the world of organisational change. 我们不是变革管理者, 和 I guess that’s what we are having to learn about, 和 how we can break those changes down into achievable things.
“We have established methods to analyse 和 demonstrate how things are connected, which we can then use when applying certain changes which may have tiny but effective consequences.”
How do you sustain 和 celebrate the success of service design?
亚当, Principal Service Designer at Co-op
“One way we have started to sustain service design at Co-op is with our customer experience teams, which is the channel we’ve managed to embed our service designers in.
“So there are customer experience measurement experts, who measure 和 prove the business value of customer experience, in a team of customer experience designers.
“We’ve seen some big successes recently with simple content changes, which shows the impact service design can have even with minimal effort.”
How do you approach service design for different-sized businesses, how does it differ?
Jess, Code的用户体验主管
“视情况而定. I have worked with a start-up that had no processes, no kind of plan, no product, nothing.
“我们使用 精益研究方法 to find out just enough to make decisions. 从这个角度来看, we analyse other people’s experiences, as we can’t look into other businesses, 和 look at what systems 和 tools we can use.
“Halfway down the process you then have to make a product where you look at the best thing you can do for an MVP, look at what gaps emerge 和 use that as your base to relearn 和 start again.
“It’s all about using the tiniest bit of knowledge 和 being able to iterate really quickly. With bigger businesses processes 和 plans usually already exist, so we need to apply established methods to bring focus to all user experiences 和 how we can help them scale their growth.”
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You can watch the full panel discussion 和 Q&一个在这里.
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