Service Design Workshop
Eric Reiss
May 17th, 2019, 9:00 AM
About Eric Reiss
Eric Reiss has held a wide range of eclectic jobs: piano player (in a house of ill-repute), senior copywriter (in an ad-house of ill-repute), player-piano repairman, adventure-game creator, and stage director. His experiences have served him admirably as a designer, content strategist, information architect, interaction designer, and usability “expert” - although he can’t explain exactly how.
In more mundane lives, Eric has been a two-term president of the Information Architecture Institute and Professor of Usability and Design at IE Business School in Madrid, Spain. Today, Eric is CEO of the FatDUX Group in Copenhagen, Denmark, a leading UX company with offices and associates in over a dozen cities worldwide. He also has several books to his credit, including the best-selling “Usable Usability,” which is now available in five languages.
An introduction to service design
Service design combines key elements from user-experience design, interaction design, and quality management to create long-term value. In this full-day workshop, you’ll discover the basic elements of each of these disciplines and how they work together to raise customer satisfaction, increase conversions, and enhance key events along the customer journey.
Who This Workshop is For
UX/UI practitioners of any level
Product teams and managers
Business executives, and startup founders that want to learn how to be more strategically sound in their process.
What you will learn
- How service design relates to user experience
- How you can create value even with a small budget
- How you can move projects from subjective guesswork to measurable success
- How you can inspire teams and service providers
- How you can get the most out of service-design tools including:
- User-centered-design basics (UCD)
- Touchpoint analyses
- Customer journey maps
- Use cases
- User scenarios
- Storyboards
- Personas
- Proof of concept / performance metrics
And finally, we will bring these together to create a service-design blueprint that helps you create a shared frame of reference for your team, provides overview, and helps pinpoint problems waiting for an innovative service solution!
This is a true workshop and our day together will be marked by several hands-on exercises. Not only are these fun, but they help you internalize the key features of service design so you can provide greater value for your employer or clients from the very next day.
Recommendations
Agenda
08:30 – Registration
09:00 – Introduction to user-experience and service design
09:45 – Fleshing out the service-design blueprint
10:30 – Morning break
11:00 – Creating a touchpoint analysis
11:45 – On-stage and backstage actors and support systems
12:30 – Lunch
13:30 – Scenarios, use cases, storyboards
15:00 – Afternoon break
15:30 – Service evidence – demonstrating measurable value
16:45 – Putting theory into practice
17:00 – Finish