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from graphic design to service design
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!!!
World !
Slave Trade !
Outback !
Aboriginals !
Leprosy !
Manics !
Frankie !!!!!
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Graphic Designer !
Service Designer
good at drawing!!
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Design
‘Thinker’
T-shaped
Credit: Tim Brown IDEO
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Double Diamond
brief solutions
disco
ver
discover
define
defin
e
deve
lop
develop
test
deliver
delive
r
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hmm... services can be designed
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Touch Points
User journey
Personas
Experience
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Ethnographic Tools
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Service Pain
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You think you know your customers??
!!
Mark Twain once wrote !
"supposing is good, but finding out is better"
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Know your customers Understand their values
Join them on their journey Improve / change service
brand = service
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Card sets for user journey maps
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service design??? !!
most people don’t know what it is! !
most don’t think they need it !
most don’t have a budget for it !
most can’t see what impact it has
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oh yeah I get it... you’re ‘lean’
oh yeah that’s ‘agile’
but you are graphic designer!
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Past Present Future
What doyou wantto achieve?
Pre-Service Present Service Post-Service
TouchpointJourney
Key Partners Relationships
Key Activities Helpfulness
Value Propositions Customer Segments Channels Brand
DESIGN THINKING
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from this…
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I want to speak to
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[email protected] 02921 202250
!roseinnesdesigns.com
insightservicedesign.com !
@roseinnes @insightSD