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Service design combines key elements from user-experience design, interaction design, and quality management to create long-term value.
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.
9:30 – Introduction to user-experience and service design
10:00 – Fleshing out the service-design blueprint
10:30 – Coffee 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
15:30 – Coffee break
16:00 – Service evidence – demonstrating measurable value
16:30 – Putting theory into practice
17:30 – Finish
Designers and UX professionals who want to take their skills beyond the screen to create truly valuable cross-platform experiences.
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, 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. You’ll find him on Twitter at @elreiss.