Service Design 2012 Presentations: Recent Episodes
UX Australia
Presentations from the Service Design 2012 conference, held in Melbourne, Australia, May 2012. Service Design 2012 was a single day, single track conference, all about designing services for people and organisations. It was held on May 4 2012, in Melbourne, Australia.
My three Associates at Pure and Applied are each poets working now on Service Design and User Experience. Fiona Wright – poetry editor at Giramondo and on Heat magazine… And poet too. Miriam Chatt – installation artist and poet. Andy Quan – poet (and NGO policy wonk). Why do I hire poets?… Watch or listen
We have often turned to overseas case studies and examples, forgetting to learn from what we have here. The Service Design Network in Melbourne is collecting tangible demonstration of knowledge, expertise and experience from local experts and practitioners in Australia and NZ. Please share your knowledge with us so we can all understand the beautiful complexities that service design performs within!
Our presentation tells the story of a blended design team comprising a National Australia Bank (NAB) internal design team, product team, architects and more, working with an external consultancy, Deloitte; brought together to evaluate the customer experience of the new NAB retail stores.
I have always believed that we are born with nothing but creativity in our blood. It’s unfortunate that most humans have this pure gift squeezed out of them as they progress through the journey that is life. I’ve been exploring techniques to help even the most uncreative become creative.
In this presentation, Mel Edwards and Justin Barrie from DMA use examples of public sector service design to highlight how Service Designers are making a difference at the different levels and scales of complex organisational change processes - sometimes at a significant distance from what we’d normally consider a traditional service focus.
Consumers are people. People who are emotional. They seek experiences that leave them with pleasant memories. Services are exactly the kinds of human-centered activities in which design thinking can make a decisive difference. Memorable experiences are difficult to replicate by competitors and, when positive, are exceptional differentiators.Robbie Robertson, director of Australian experience design consultancy e2, will articulate how service organisations can use design thinking as a tool for imagining these experiences and giving them a desirable form.
This presentation shines the light on what's missing in turning A customer experience vision into tangible business value. How do you use all that is good and useful from typical customer experience approaches? How do you add commercial rigour and the hard core analytics in a way that one competency doesn’t dominate the other? What is the secret in bringing together the skills and perspectives that result in a great customer experience and an equally great commercial outcome?
In this presentation we describe the activities and tools used to communicate, prototype and enable the adoption of the future service strategy for the Inspire Foundation’s flagship service, ReachOut.com.
In this presentation, Optimal Usability co-founder Trent Mankelow will share their experience learning what service design was and how it applied to what they did, via a three year learning journey. He’ll share lessons, mistakes and give you some ideas that you can try.
We can get caught up in researching, designing and launching services, and totally forget the impact the conscious design of services is having on real people. Let this cease!Using stories from Australia and around the world, this talk provides tangible examples of the impact service design is having on customers, staff and organisations in a range of different sectors.