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Special thanks to Vincenzo Di Maria for sharing the slides from his service design summer school at Central St. Martins
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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
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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
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community engagement
tools
journey map
persona
storyboard
prototyping
NIGHTRIDERS | PROGRAMME 1 | WEEK 2 | 24/02/14
