Nightriders: Navigators of the system WEEK TWO

NIGHTRIDERS | PROGRAMME 1 | WEEK 2 | 24/02/14

WELCOME

NIGHTRIDERS | PROGRAMME 1 | WEEK 1 | 17/02/14

You know:

Who. What. Why. Where. When.How

Top 3 goals

You are:

Part of facebook groupOn twitter

You have:

Read TiSDT and Lean Start upWatched Amanda Palmer’s ted talk

>NOW<WHERE YOU ARE

‘My Top Three Goals’ tool

>WEEK ONE<

Read: This is Service Design Thinking by Marc StickdornWatch: TED Talk Amanda Palmer the art of asking Do: WWWWWH Tool

What skills do the other Nightrider’s have that I can learn from? What do I want to get out of these 8 weeks? How can I manage my time most effectively in the 8 weeks to get the most of out of this?

LAUNCH

Basic Service Design Methods

>WEEK TWO<

Read: Business Model Canvas Book Watch: TED talk on Candy Chang Do: ‘My idea in the wild’ and capture it

How does this idea actually work? What is this? a hobby? a business? a high growth start up? Who are my users and how can I engage them?What is the journey of engaging with my

idea?

YOUR IDEA & SERVICE DESIGN

Business Model Canvas Tool

>WEEK THREE<

Read: Maximise your potential Watch: Do lecture: Swiss Miss on ‘Trust breeds Magic’Do: What do you want to be when you grow up

What do all these models mean and what one works for me?What is the basic business model(s) behind my idea? What is the most low cost and low risk way I can test this?

BUSINESS MODEL CANVAS

www.wearenightriders.com

wiki.wearenightriders.com

@_nightriders #nightriders

facebook group

BE A CAPTURE WIZARD

#SDXmas

Vincenzo Di Maria [commonground] @cmngrd

from Service Design to Designing Services

#SDXmas

!

design?

#SDXmas

#SDXmas

#SDXmas

River Thames

A

B

C

D

E

F

1 2 3 4 5 6 7 8 9

1 2 3 4 5 76 8 9

A

B

C

D

E

F

2 2

22

2

5

8 8 6

2

4

4

65

41

32

43

3

36 3 1

1

3

3

59 7 7Special fares apply

5

5

4

4

4

AmershamChorleywood

Mill Hill East

Rickmansworth

Perivale

KentishTown West

CamdenRoad

Dalston Kingsland

Wanstead Park

Vauxhall

Hanger Lane

Edgware

Burnt Oak

Colindale

Hendon Central

Brent Cross

Golders Green

West Silvertown

Pontoon Dock

London City Airport

Woolwich Arsenal

King George V

Hampstead

Belsize Park

Chalk Farm

Chalfont &Latimer

Chesham

New Cross Gate

Moor Park

NorthwoodNorthwoodHills

Pinner

North Harrow

Custom House for ExCeL

Prince Regent

Royal Albert

Beckton Park

Cyprus

Gallions Reach

Beckton

Watford

Croxley

Fulham Broadway

LambethNorth

HeathrowTerminal 4

Harrow-on-the-Hill

KensalRise

BethnalGreen

Westferry

SevenSisters

Blackwall

BrondesburyPark

HampsteadHeath

HarringayGreen Lanes

LeytonstoneHigh Road

LeytonMidland Road

Hackney Central

NorthwickPark

PrestonRoad

RoyalVictoria

WembleyPark

Rayners Lane

Watford High Street

RuislipGardens

South Ruislip

Greenford

Northolt

South Harrow

Sudbury Hill

Sudbury Town

Alperton

Pimlico

Park Royal

North Ealing

Acton Central

South Acton

Ealing Broadway

Watford Junction

West Ruislip

Bushey

Carpenders Park

Hatch End

North Wembley

West Brompton

Ealing Common

South Kenton

Kenton

Wembley Central

Kensal Green

Queen’s Park

Gunnersbury

Kew Gardens

Richmond

Stockwell

Bow Church

Stonebridge Park

Harlesden

Camden Town

Willesden Junction

Headstone Lane

Parsons Green

Putney Bridge

East Putney

Southfields

Wimbledon Park

Wimbledon

Island Gardens

Greenwich

Deptford Bridge

South Quay

Crossharbour

Mudchute

Heron Quays

West India Quay

Elverson Road

Oakwood

Cockfosters

Southgate

Arnos Grove

Bounds Green

Theydon Bois

Epping

Debden

Loughton

Buckhurst Hill

WalthamstowQueen’s Road

Woodgrange Park

Leytonstone

Leyton

Wood Green

Turnpike Lane

Manor House

Stanmore

Canons Park

Queensbury

Kingsbury

High Barnet

Totteridge & Whetstone

Woodside Park

West Finchley

Finchley CentralWoodford

South Woodford

Snaresbrook

Hainault

Fairlop

Barkingside

Newbury Park

East Finchley

Highgate

Archway

Devons Road

Langdon Park

All Saints

Tufnell Park

Kentish Town

Neasden

Dollis Hill

Willesden Green

South Tottenham

Swiss Cottage

ImperialWharf

Brixton

Kilburn

West Hampstead

Blackhorse Road

Acton Town

CanningTown

Finchley Road

Highbury &Islington

Canary Wharf

Stratford

StratfordInternational

FinsburyPark

Elephant & Castle

Stepney Green

Barking

East Ham

Plaistow

Upton Park

Poplar

West Ham

Upper Holloway

PuddingMill Lane

Kennington

Borough

Elm ParkDagenham

East

DagenhamHeathway

Becontree

Upney

Heathrow Terminal 5

Finchley Road& Frognal

Crouch Hill

Northfields

Boston Manor

South Ealing

Osterley

Hounslow Central

Hounslow East

Clapham North

Oval

Clapham Common

Clapham South

Balham

Tooting Bec

Tooting Broadway

Colliers Wood

South Wimbledon

Arsenal

Holloway Road

Caledonian Road

Morden

West Croydon

HounslowWest

Hatton Cross

HeathrowTerminals 1, 2, 3

ClaphamJunction

WestHarrow

Brondesbury CaledonianRoad &

Barnsbury

TottenhamHale

WalthamstowCentral

HackneyWick

Homerton

WestActon

Limehouse EastIndia

Crystal Palace

ChiswickPark

RodingValley

GrangeHill

Chigwell

Redbridge

GantsHill

Wanstead

NorthGreenwichfor The O2

Ickenham

TurnhamGreen

Uxbridge

Hillingdon Ruislip

GospelOak

Mile End

Bow Road

Bromley-by-Bow

Upminster

Upminster Bridge

Hornchurch

Norwood Junction

Sydenham

Forest Hill

Anerley

Penge West

Honor Oak Park

Brockley

Harrow &Wealdstone

Cutty Sark for Maritime Greenwich

Ruislip Manor

Eastcote

Wapping

Shadwell

New Cross

CanadaWater

Surrey Quays

Whitechapel

Lewisham

Kilburn Park

Regent’s Park

KilburnHigh Road

EdgwareRoad

SouthHampstead

GoodgeStreet

Shepherd’s BushMarket

Goldhawk Road

Hammersmith

Bayswater

Warren Street

Aldgate

Euston

Farringdon

BarbicanRussellSquare

Kensington(Olympia)

MorningtonCrescent

High StreetKensington

Old Street

St. John’s Wood

Green Park

BakerStreet

NottingHill Gate

Victoria

AldgateEast

Blackfriars

Mansion House

Cannon Street

OxfordCircus

BondStreet

TowerHill

Westminster

PiccadillyCircus

CharingCross

Holborn

Tower Gateway

Monument

Moorgate

Leicester Square

London Bridge

St. Paul’s

Hyde Park Corner

Knightsbridge

StamfordBrook

RavenscourtPark

WestKensington

NorthActon

HollandPark

Marylebone

Angel

Queensway MarbleArch

SouthKensington

Earl’sCourt

SloaneSquare

Covent Garden

LiverpoolStreet

GreatPortland

Street

Bank

EastActon

ChanceryLane

LancasterGate

Warwick AvenueMaida Vale

Fenchurch Street

Paddington

BaronsCourt

GloucesterRoad St. James’s

Park Temple

Latimer RoadLadbroke Grove

Royal Oak

Westbourne Park

Bermondsey

Rotherhithe

ShoreditchHigh Street

Dalston Junction

Haggerston

Hoxton

Wood Lane

Shepherd’sBush

WhiteCity

King’s CrossSt. Pancras

EustonSquareEdgware

Road

Southwark

Embankment

Stratford High Street

Abbey Road

Star Lane

Waterloo

TottenhamCourt Road

Canonbury

This diagram is an evolution of the original design conceived in 1931 by Harry BeckCorrect at time of going to print, August 2011

Transport for LondonMAYOR OF LONDON

Transport for London

Key to lines

Northern

Metropolitan

Victoria

District

Circle

Central

Bakerloo

DLR

London Overground

Piccadilly

Waterloo & City

Jubilee

Hammersmith & City

Check before you travelBank Waterloo & City line open 0615 until 2148 Mondays to Fridays and 0800 until 1830 Saturdays. Closed Sundays and Public Holidays--------------------------------------------------------------------------------------Blackfriars Underground station closed until late 2011--------------------------------------------------------------------------------------Camden Town From 1300 until 1730 Sundays open for interchange and exit only--------------------------------------------------------------------------------------Canary Wharf Step-free interchange between Underground, Canary Wharf DLR and Heron Quays DLR stations at street level--------------------------------------------------------------------------------------Cannon Street Open until 2100 Mondays to Fridays. Closed Saturdays and Sundays--------------------------------------------------------------------------------------Heron Quays Step-free interchange between Heron Quays and Canary Wharf Underground station at street level--------------------------------------------------------------------------------------Hounslow West Step-free access for wheelchair users only--------------------------------------------------------------------------------------Tottenham Northern line trains will not stop Court Road at Tottenham Court Road until late 2011 --------------------------------------------------------------------------------------Turnham Green Served by Piccadilly line trains early mornings and late evenings only--------------------------------------------------------------------------------------Victoria Major escalator refurbishment works until early 2012. Use nearby stations or alternative routes--------------------------------------------------------------------------------------Waterloo Waterloo & City line open 0615 until 2148 Mondays to Fridays and 0800 until 1830 Saturdays. Closed Sundays and Public Holidays--------------------------------------------------------------------------------------West India Quay Not served by DLR trains from Bank towards Lewisham before 1900 on Mondays to Fridays--------------------------------------------------------------------------------------

Tube map

#SDXmas

#SDXmas

user-centred

#SDXmas

behaviour

product

#SDXmas

camper van

lifestyle

#SDXmas

design

?

problem idea solution

#SDXmas

? ??

?

?

! !!

!!

!

?

problems

ideas

solutions

insights

iterate

#SDXmas

design as iterative & creative problem solving process

#SDXmas

Tool: something used in the performance of an operation; an instrument. !Method: is a way of doing or approaching something, especially in a systematic replicable way. !Methodology: is a system or collection of methods used in a particular area of study. !Process: is a series of actions or steps taken in order to achieve desired outcomes. !Mindset: a mental attitude or disposition that predetermines a person's responses to and interpretations of situations.

#SDXmas

services?

#SDXmas

“Services are also performances - choreographed interactions manufactured at the point of delivery - the visible front-end of a process that co-produces value, utility, satisfaction, and delight.” !Christopher Alexander, The Nature of Order

“Any activity or benefit that one party can give to another, that is essentially intangible and does not result in the ownership of anything” !Philip Kotler

#SDXmas

#SDXmas

#SDXmas

#SDXmas

Service failure

#SDXmas

Nobody likes bad service

#SDXmas

#SDXmas

What happens when things go wrong?

#SDXmas

Services add value

#SDXmas

Would you pay for it?

#SDXmas

#SDXmas

services + design

#SDXmas

service design co-design prototypes touch points painpoints analysis stakeholders design thinking user journey maps user experience design socially responsive design design led transformation service blueprints

#SDXmas

5 principles of Service Design: !

1. user-centred (it’s all about people)

2. co-creative (design with not just for)

3. sequencing (sequence of correlated actions)

4. evidencing (physical touchpoints interaction)

5. holistic (considering the service context)

[this is service design thinking]

#SDXmas

Design brings value for money!

Public Services by Design

Transforming services

through expert mentoring

www.designcouncil.org.uk/publicsector

Every £100 a business spends on design increases turnover by £225.

It is estimated that for every £1 spent through the PSbD programme, £26 has been saved.

Provided by

Designing Demand:Make design deliverlasting success foryour business

#SDXmas

#SDXmas

1.5 million staff The largest employer in Europe

Public services: opportunity or necessity?

#SDXmas

?

#SDXmas

?

#SDXmas

WARNINGS!!!

#SDXmas

=

this course will not make you a designer

#SDXmas

#1 Be people centred

#2 Explore many ideas

#4 Co-create

#3 Visualise your thinking

#5 Prototype your ideas

#6 Use system thinking

It’s about design takeaways and learning outcomes

#SDXmas

service design resources:

#SDXmas

#SDXmas

#SDXmas

#SDXmas

#SDXmas

#SDXmas

#SDXmas

#SDXmas

#SDXmas

community engagement

tools

journey map

persona

storyboard

prototyping

NIGHTRIDERS | PROGRAMME 1 | WEEK 2 | 24/02/14