Service design in pictures

Several posts on service design with some great pictures - Covers the Emergence conference quite thoroughly… IN particular, Mark Jones of IDEOs talk on redesigning a call centre:

“The methods they used to help their client involved doing observations, domain study, working with stakeholders, experience maps (”the health journey”), workshops on finding a focus (”be clear about your role: guide? teacher? coach? expert? financial advisor etc…”), scenarios, personas. They did experience prototypes and acted out scenarios in workshops with the client. They also delivered a set of service design principles for their client as a deliverable and a prototype (fictional call to show how a the specialist can seize key moments with the customer.”

Which sounds quite similar to a project that we did with Sky. We really need to get out to some more conferences and start talking about our work more!