Tag Archives: service design

Service Design Boot Camp at GA

On Saturday 20 August I attended the Service Design Boot Camp workshop at General Assembly in Melbourne, which was pretty cool. I’ve been interested in the discipline for some time, exploring aspects of design process, prototyping, testing and iterating with Coursera’s Design: Creation of Artifacts in Society open online course online course, but I’ve never had the chance to embrace it fully face-to-face, until now. Awesome.

On the promotional page for the workshop they said “This course is for anyone that has an interest in applying the design process to solve complex problems. It’s likely you’ll have many transferable skills or experiences that will be put to use through the course of the day.” Cool. That’s exactly what I want to be able to do.

What did we do?

In the workshop we worked through the components that make up the practise of service design:

  • Discovery: gaining empathy and understanding the needs and pain points of users.
  • Ideation: Developing a range of ideas on how to develop a solution to meet the needs of all users.
  • Prototyping: Testing and iterating, including the customer experience, “front of house” interactions, and back of house dependencies.
  • Communication: Articulating the many facets of your offering in a concise way.

Discovery

Define

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“How might we..” “for…” “so that…”

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Deliver – Service blueprinting and role play

Completed service blueprint for our solution.
Completed service blueprint for our solution.
communication
We use role play to articulate the customer journey and services we designed.

Leading practitioners

Alternate (more immediate) revenue streams for public transport (Service design) – Penalty fares

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From 1 January 2017, they’re no longer handing out on-the-spot penalty fares.


Why are you stopping On-the-spot Penalty Fares?

We’re working hard to make the public transport system simpler for everyone.

Recent reviews found that our current public transport warnings and fines aren’t striking the right balance between fare compliance and what’s fair and reasonable.

The Age – End of the line for $75 on-the-spot myki penalty fares