Dan Harris @ UX people 2013

Service Design Daniel Harris Service Design Director

@Fjord @Harrisdaniel

© FJORD 2013 Confidential Page 2

Design

© FJORD 2013 Confidential Page 3

“Design is on the cusp of a massive change as people slowly become more attuned to its potential for positive change” Alice Raswthorn, Design Week

© FJORD 2013 Confidential Page 4

“It’s not about making a fancy lamp, but finding new ways to connect with people’s lives’.” Stephen Burks, Design Week

© FJORD 2013 Confidential Page 5

Design

© FJORD 2013 Confidential Page 6

IMPROVING HOW HUMANS ENGAGE WITH THE WORLD

THAT’S GOOD SERVICE DESIGN

© FJORD 2013 Confidential Page 7

Technology is Society [problem that Three bill fixed] Services are run by technology, it surround us, we “dance to invisible algorithms” every day Humans are the constructs of that society + why the deal with Accenture is good? – theyrun half the worlds infrastructure We do service design + UI design

© FJORD 2013 Confidential Page 8 © FJORD 2013 Confidential Page 8

© FJORD 2013 Confidential Page 9

© FJORD 2013 Confidential Page 10

© FJORD 2013 Confidential Page 11

UNDERSTANDING INDIVIDUALS’ COMPLEXITIES,

IRRATIONALITIES & CARES

THAT’S GOOD SERVICE DESIGN

© FJORD 2013 Confidential Page 12

Service Innovation

© FJORD 2013 Confidential Page 13

canvases

[Business model canvas] – great for getting fairly detailed from a business perspective [Trends canvas from trendwatching] – great for understanding the market and it’s evolution [Lean canvas] – great for seedcamps and hackathons Our Service Design canvas – great for designing service propsotions

© FJORD 2013 Confidential Page 14

© FJORD 2013 Confidential Page 15

© FJORD 2013 Confidential Page 16

Service design canvas

© FJORD 2013 Confidential Page 17 © FJORD 2013 Confidential Page 17

© FJORD 2013 Confidential Page 18

CREATING SHARED VALUE FOR PEOPLE AND ORGANISATIONS

THAT’S GOOD SERVICE DESIGN

© FJORD 2013 Confidential Page 19

“Re-imagination of nearly everything powered by New Devices + Connectivity + UI + Beauty”

Mary Meeker of KPCB

© FJORD 2013 Confidential Page 20

Workshops

© FJORD 2013 Confidential Page 21

Service Design Cards

© FJORD 2013 Confidential Page 22

Getting emotional

[Emotion of Money – what it means to what people care about] Emotional drivers are the hardest to discover, but the most valuable

© FJORD 2013 Confidential Page 23

[HAPPY, HUMAN, SOULFUL FOOD] Moving food from the functional to the emotional (Jamie Oliver)

© FJORD 2013 Confidential Page 24

[HAPPY, HUMAN, SOULFUL

© FJORD 2013 Confidential Page 25

[Someone using this in a kitchen / louinge]

© FJORD 2013 Confidential Page 26

CONNECTING THE EMOTIONAL TO THE

MATERIAL

THAT’S GOOD SERVICE DESIGN

© FJORD 2013 Confidential Page 27

© FJORD 2013 Confidential Page 28

PSYCHOLOGIST

© FJORD 2013 Confidential Page 29

[Artist] ARTIST

© FJORD 2013 Confidential Page 30

[Architect] ARCHITECT

© FJORD 2013 Confidential Page 31

MANAGEMENT CONSULTANT

© FJORD 2013 Confidential Page 32

ENTREPRENEUR

© FJORD 2013 Confidential Page 33

LOVE THE PROBLEM & OWN THE DESIGN

THAT’S GOOD SERVICE DESIGN

© FJORD 2013 Confidential Page 34

Design

© FJORD 2013 Confidential Page 35

1.  IMPROVING HOW HUMANS ENGAGE WITH THE WORLD

2.  UNDERSTANDING COMPLEXITIES, IRRATIONALITIES & CARES

3.  CREATING SHARED VALUE FOR PEOPLE AND ORGANISATIONS

4.  CONNECTING THE EMOTIONAL TO THE MATERIAL

5.  LOVING THE PROBLEM & OWNING THE DESIGN

YOU KNOW YOU ARE PRACTICING SERVICE DESIGN IF YOU ARE

Service Design. A mission, practice, & craft Daniel Harris Service Design Director, Fjord London THANK YOU J