Interactive | Service DesignInteractive | Service Design2011 2nd semester class by jylee

interacitveService.jylee6977.com/tc

1 09/07 Introduction Ice Braking및 수업 소개

2 09/14 서비스 디자인의 시작

3 09/21 서비스 디자인 방법론 소개- 서비스 디자인 사례

- 서비스 디자인 방법론 소개

4 09/28 사용자 관찰(1) - 관찰에 대해

5 10/05 서비스 디자인 컨퍼런스 위크-워크샵

-세미나

6 10/12 Framing Project- Desk Research, Field Work(1)

- SWOT, Stakeholder Map

7 10/19 Observation(1)- Field Work(2)

- Customer Journey, Persona,

-Field Work(3)

-Expectation Map, A Day in a life

Part1 Observation

| Schedule

8 10/26 Observation(2)-Field Work(3)

-Expectation Map, A Day in a life

9 11/02 Mid Term

10 11/09 Idea-Idea Generation, What If

- Scenario & Storyboard

11 11/16 Prototype- Interactive Rapid Prototyping

- Service Staging

12 11/23 Prototype-Service Staging

-Service Blueprint

13 11/30 Modeling - Information Design, Interface | Interaction Design

14 12/7 Refine

15 12/14 기말고사 - 최종 Presentation

Part2 Define

Part3 Develop

Part4 Deliver

Observationà Idea à Prototyping à Modeling (me)

| Process jylee

Observationà Idea à Prototyping à Modeling (me)

| Mapping Methodologies

문제문제

Start�from�problem

Observation Idea Prototype ModelingDesk Research

Mapping | SD Thinking (Modeling)Affinity Diagram

PersonaCustomer Journey Map

Expectation Map | Context Mapping(*)

Observationà Idea à Prototyping à Modeling (me)

| Process jylee

Observationà Idea à Prototyping à Modeling (me)

| Group Idea Tools

문제문제

Start�from�problem

Observation IdeaIdea Generation

What IfContext panoramaDesign Scenario

(Group Sketching)

Prototype ModelingDesk Research

| Idea Generation

à Group brainstorming sessions

Mind mapping, SWOT analysis, Six Thinking HatsGenerating Momentum or ReflectionIce Brakers, Prompts to imagination

| Idea Generation

à Mind Mapping

d.School MindmapBy David Kelly

The mind map is a tool for the visual elicitation of our thoughts and their connections. The visualization begins with a problem or an idea put in the centre of the representation. Then signs, lines, words and drawings are used in order to build a system of thoughts around the starting point.The hand and the mind work simultaneously.

(2006) Bill Moggridge, Designing Interactions, The MIT Press, Cambridge

| What if

à Prompt exploration of even the most outlandish scenarios

Explore wide-ranging changes rather than specific service experience situations.Challenging Questions.Technological, Societal, Cultural level

Ex.“What would happen to your service of the internet went mobile?”

| Context Panorama

à Prompt exploration of even the most outlandish scenarios

Explore wide-ranging changes rather than specific service experience situations.Challenging Questions.Technological, Societal, Cultural level

Ex.“What would happen to your service of the internet went mobile?”

| Context Panorama

The context panorama is a visualization of the first service ideas that is produced in order to feed the creative process and orient the following design activities.

HOWEach basic idea is visualized through a simple image (one or more than one if necessary). The pictures are presented together with some keywords that support the desired understanding of the message.

The context panorama is a visualization of the first service ideas that is produced in order to feed the creative process and orient the following design activities.

HOWEach basic idea is visualized through a simple image (one or more than one if necessary). The pictures are presented together with some keywords that support the desired understanding of the message.

| Poster

à The service Poster is a simulation of a future promotional advertising of the service.

Through the elaboration of the Poster, the designers imagine how the new offering could be launched on the market and perceived by the consumers. The Poster gives the opportunity to understand the link between the service idea and the existing reality and, at the same time, it could be an effective way of visualizing the solution.

(2006) Bill Moggridge, Designing Interactions, \The MIT Press, Cambridge

Through the elaboration of the Poster, the designers imagine how the new offering could be launched on the market and perceived by the consumers. The Poster gives the opportunity to understand the link between the service idea and the existing reality and, at the same time, it could be an effective way of visualizing the solution.

(2006) Bill Moggridge, Designing Interactions, \The MIT Press, Cambridge

| Tomorrow Headlines

à The tomorrow headlines are fictional articles published on magazines or journals that the designers imagine by projecting themselves in the future and trying to understand what kind of impact the service will have on the society.

à The tomorrow headlines are fictional articles published on magazines or journals that the designers imagine by projecting themselves in the future and trying to understand what kind of impact the service will have on the society.

This brings the designers ask themselves how the service will be presented to the potential users and what reactions it will cause.This tool is also a way to visualize the idea and make it more tangible, more real and more univocally perceived among the team and the stakeholders.

| Design Scenario (Group Sketching)

The group sketching is a quick, fast and economic tool for developing and explaining ideas simultaneously.

The group sketching is a quick, fast and economic tool for developing and explaining ideas simultaneously.

| Group Idea Tools

문제문제

Start�from�problem

Observation Idea Prototype ModelingDesk Research

CreationStoryboards

Desktop Walkthrought

| Storyboards(Group Sketching)

The storyboard is a tool derived from the cinematographic tradition; it is the representation of use cases through a series of drawings or pictures, put together in a narrative sequence.

The service storyboard shows the manifestation of every touchpoints and the relationships between them and the user in the creation of the experience.

The storyboard is a tool derived from the cinematographic tradition; it is the representation of use cases through a series of drawings or pictures, put together in a narrative sequence.

The service storyboard shows the manifestation of every touchpoints and the relationships between them and the user in the creation of the experience.

| Desktop Walkthrough(Lego Serious Play)

Desktop walkthroughs are very simple exercises in imagining a service experience using small, hand sized toys. A typical desktop walkthrough involves a customer, a member of staff, an environment and some paper touch points. You literally walk through the service moment, taking pictures and ideally with another person, imagining what the various actors are doing, saying and feeling. It can be useful to run the walk through using various different personas and under different imagined situations.It gives choreography of the service elements, and insight into any impractical or illogical ideas and moments.

Desktop walkthroughs are very simple exercises in imagining a service experience using small, hand sized toys. A typical desktop walkthrough involves a customer, a member of staff, an environment and some paper touch points. You literally walk through the service moment, taking pictures and ideally with another person, imagining what the various actors are doing, saying and feeling. It can be useful to run the walk through using various different personas and under different imagined situations.It gives choreography of the service elements, and insight into any impractical or illogical ideas and moments.

| TASK

1. Poster/Tomorrow Headline(Draw/Print A2)2. Storyboard ( Sketch Book )3. Desktop Walkthrough준비

1. Poster/Tomorrow Headline(Draw/Print A2)2. Storyboard ( Sketch Book )3. Desktop Walkthrough준비

| Observation Methodologies

문제문제

Start�from�problem

Observation Idea Prototype ModelingDesk Research

Mapping | SD Thinking (Modeling)Affinity Diagram

PersonaCustomer Journey Map

Expectation Map | Context Mapping(*)