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Designing with a Service Perspective: A Bronx Tale
Laura Keller
6.23.11
Wayfinding information
Customer-facing volunteer (front-office)
Queue location
Communications/content
Planning and orchestrating…
… to create an effective service experience
People
Processes
Objects
Space Information
Technology
Infrastructure
Communications
Time
City = Service
City = Service
Re-vision-ing the Bronx Grand Concourse: A Community-Centered Approach
A strong sense of community exists: People, Diversity, Friendliness.
People have a desire to be proud of the Concourse and see its potential.
Missed opportunities to make people proud with perceived neglect leading to apathy.
People want to participate in the Concourse's future.
A vital future depends on a healthy present: meet basic needs first.
Applying a Service Perspective for Impact
Reframe design problems as service opportunities
Understand all experiential elements in concert
Focus less on being user-centered; co-creation is critical
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Planning and orchestrating <what>…? to create an effective <what> service experience
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http://www.misicompany.com/Bronx-Grand-Concourse/ http://grandconcourse100.org/
[email protected] @ServiceDesignLK http://www.quora.com/Laura-Keller UXmatters.com
Danke!