Beyond digital: UX to service design
- 1. Beyond digital
UX to service design
Iain Barker (@iain_barker)
Principal, Meld Studios
- 2. 2
Applying yourself to the…
…conscious, joined up and
human-centred design of
things of an organisational
scale, consequence or
complexity.
- 3. 1993 ’94 ’95 ’96 ’97 ’98 ’99 2000 ’01 ’02 ’03 ’04 ’05 ’06 ’07 ’08 ’09 ’10 ’11 ’12 ’13 2014
Beyond digital
Digital
My story.
3
- 4. 1.What is “beyond digital”?
2.Why a design approach?
3.Common challenges
Structure.
4
- 6. 6
And what’s wrong with that?
We are unnecessarily
limiting the potential
impact we can have if we
constrain ourselves to just
digital channels
- 7. 7
Project 1:
Help us improve the
lives of people in their
70s, 80s & 90s.
- 8. 8
Project 2:
Help us redesign the
criminal justice system
- 9. 9
Project 3:
Help us create new
service models at the
library
- 10. How we work…
• Contextual research
• Analysis and synthesis
• Identify insights and opportunities
• Multi-disciplinary teams
• Open to change
• Iteratively prototype, test and refine ideas
• Articulate a vision
• …
10
- 11. Different challenges
• Unfamiliar domains
• Designing things we’ve never designed before
• Very senior stakeholders
• Highly ambiguous briefs
• Collaborative voyages of discovery
• Outputs are very different
• It is not just about users
• …
11
- 12. touchpoints
Key moments in the interaction
between organisation and customer
external
experiences
What the customer takes away
from the interaction(s)
interactions
How and where the organisation
and the customer meet
internal
systems
Technology and infrastructure
that a company relies upon to operate
channels
Medium with which the organisation
communicates with their customers
process
Ways of working. The policies that
guide how the business is run
12
- 13. 13
touchpoints
Key moments in the interaction
between organisation and customer
external
experiences
What the customer takes away
from the interaction(s)
interactions
How and where the organisation
and the customer meet
internal
systems
Technology and infrastructure
that a company relies upon to operate
channels
Medium with which the
organisation
communicates with their customers
process
Ways of working. The policies that
guide how the business is run
- 14. 14
touchpoints
Key moments in the interaction
between organisation and customer
external
experiences
What the customer takes away
from the interaction(s)
interactions
How and where the organisation
and the customer meet
internal
systems
Technology and infrastructure
that a company relies upon to operate
channels
Medium with which the organisation
communicates with their customers
process
Ways of working. The policies that
guide how the business is run
- 15. 15
touchpoints
Key moments in the interaction
between organisation and customer
external
experiences
What the customer takes away
from the interaction(s)
interactions
How and where the organisation
and the customer meet
internal
systems
Technology and infrastructure
that a company relies upon to operate
channels
Medium with which the organisation
communicates with their customers
process
Ways of working. The policies that
guide how the business is run
- 16. 16
touchpoints
Key moments in the interaction
between organisation and customer
external
experiences
What the customer takes away
from the interaction(s)
interactions
How and where the organisation
and the customer meet
internal
systems
Technology and infrastructure
that a company relies upon to operate
channels
Medium with which the organisation
communicates with their customers
process
Ways of working. The policies that
guide how the business is run
- 17. Organisations are often the problem.
Most organisations struggle
when it comes to
consciously designing
joined-up services of scale
- 18. 18
“Services created in silos are experienced in bits”
Executive
Silos,
business
units,
channels, etc
Designed
experiences
- 19. 19
We break the connection
between an idea and an
owner – thus removing ego
- 20. 20
We help organisations
understand and
communicate things of
complexity before they are
built
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Deep trust in the value and
legitimacy of a design
approach
Challenge 2:
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Challenge 4:
Having the endurance,
tenacity & robustness
to work at scale
- 28. Thank you
Iain Barker
Principal, Meld Studios
@iain_barker
iain@meldstudios.com.au
- 29. 29
Join us for a chat. First Friday of every month
From 4pm
Friday 5th September
3/93 Bathurst St
- 30. Thank you
Iain Barker
Principal, Meld Studios
@iain_barker
iain@meldstudios.com.au