tisdd day 1

Service design is a branch/ specialization of applying design thinking in developing services. After reading This is Service Design Thinking, and being part of the Global HQ team of the recent Global Service Jam, I wanted to learn more about service design. Having designed services during my time at Genovasi, it would be great to also learn new methods and tools specifically used for service design.

Day one started in the evening, with a quick overview of what service design is all about. We were also informed that the focus of the summer school is to learn about the methods i.e. how they work, and how to facilitate sessions with these methods. Key message is that service design tools are also known as co creation tools :) Also that the documentation for the summer school will be co created with the participants.

In service design, a typical customer journey map would consist of three main stages namely, pre service, service period, and post service. At the pre service stage, customer expectations would need to be managed well. This is because during the service period, the customer would live/go through the experience. And post service, that is when customers rate whether they are satisfied with the services/ experiences provided. Two ways to increase our customer satisfaction i.e. decrease their expectations (pre service), and/or increase the quality of their experience (service period). At the post service stage, social media has a huge impact - and it can be both positive (Joshie, the giraffe) or negative (Dave Carrol, United breaks guitars).

The customer journey map is similar to a storyboard of a movie, and in a movie you would have the hero i.e. persona in the context of service design. As I was reflecting back on NTtT last week, I suddenly had a realization that perhaps we can introduce agenda design using the customer journey map, where the persona is the learner (i.e. delegate). Also, it would become clear what it means by flow, blocks, and sessions. At the end of the day, if we are able to design conferences using service design, I am sure delegates would be very much satisfied throughout the conference as they the conference was designed & delivered in a user centric manner.

The day ended with dinner & drinks to get to know each other better.

Some of the other activities:
1. list down 3 interest on 3 stickers and paste it on your arm
2. rearrange yourself based on the country that you’re born, worked, shoe size & experience with design thinking/ service design/ customer experience