Service Design. As more and more services are delivered digitally, UX Design and Service Design are starting to merge. So we look under the hood of the Service Design industry for common patterns to beg, borrow and steal.
UXLondon offers an excellent line-up of speakers with diverse backgrounds and subjects. Any one topic could fill pages once you start digging. I’ll just share what I found interesting, my key takeaways and my somewhat hasty sketchnotes. You’ll also find the links to most talks right below the sketchnotes. If you have any questions, want to know more or share your views please get in touch or comment.
UXL 2017 Service
Oliver King – Service Design – It’s Change, But Not As They Know It
How to build better services?
Design with a compelling vision, great coalition and optimised processes
Watch Oliver King: Service Design – It’s Change, But Not As They Know It
Heather Martin – Personalisation, tomorrow
Heather explained why personalisation is essential for complex products and services and showed us some great examples. Also, inspiring to see different companies (Virgin, Spotify & Netflix) team up to offer a better entertainment experience when flying.
Sorry. No video here
Lauren Currie – Why it’s Time for Designers to Share Their Power
I found Laurens speech to be very inspiring. Lauren is using UX Design methodology to change the world. With her #upfront movement she encourages and enables shy people to get on stage and share their message. So, during her speech she had four people sitting on the stage getting used to being in front of a whole hall full of people looking at them, all without the scary bit of having to speak or entertain. Her aim is to give everyone a voice.
Lauren propagates, that if you complain about something more than twice, you must get active and initiate change. She also showed us, how she is bringing her UX knowledge to organisations working towards good causes and in need of funds. As a designer, you have a responsibility. Share your power!
Watch Lauren Currie: Why It’s Time for Designers to Share Their Power
Neil Collman – So You Want to Be a Service Designer – Service Design Thinking and Doing for UXers
“Don’t think in products, think in terms of whole services!”
Neil advises us to open our design process to others and ideate together with stakeholders and users. Learning together is the path to success.
How?
- Find out, what the user really wants
- End-to-end, what is going on before and after?
- What are other “actors” doing?
- Open your design process to others
- What’s happening behind the scenes? Be curious and ask.
Watch Neil Collman – So You Want to Be a Service Designer – Service Design Thinking and Doing for UXers
Jeff Gothelf & Josh Seiden – Sense & Respond: Products and Services in the Age of Complexity
How to manage complexity by shifting focus from OUTPUTS to OUTCOMES Key messages:
- Embrace uncertainty
- Culture of continuous learning (mainly about users)
- Do less more often
- Organise for collaboration
More details here.
Watch Jeff Gothelf & Josh Seiden: Sense and Respond – Products and Services in the Age of Complexity at UX London 2017
