Download - Dnd design smartere ingvild
![Page 1: Dnd design smartere ingvild](https://reader034.vdocuments.us/reader034/viewer/2022042514/559c70af1a28ab5e708b45a8/html5/thumbnails/1.jpg)
www.sundbydesign.no
Tjenestedesign- noen praktiske erfaringer
mandag 17. september 2012
![Page 2: Dnd design smartere ingvild](https://reader034.vdocuments.us/reader034/viewer/2022042514/559c70af1a28ab5e708b45a8/html5/thumbnails/2.jpg)
www.sundbydesign.no
HVA?WikipediaService Design is the activity of planning and organizing people, infrastructure, communication and material components of a service, in order to improve its quality, the interaction between service provider and customers and the customer's experience.
UK Design CouncilService design is all about making the service you deliver useful, usable, efficient, effective and desirable.
LiveWorkService Design is the application of established design process and skills to the development of services. It is a creative and practical way to improve existing services and innovate new ones.
mandag 17. september 2012
![Page 3: Dnd design smartere ingvild](https://reader034.vdocuments.us/reader034/viewer/2022042514/559c70af1a28ab5e708b45a8/html5/thumbnails/3.jpg)
www.sundbydesign.no
HVA?
Brukersentrert
Helhetlig
Tverrfaglig
mandag 17. september 2012
![Page 4: Dnd design smartere ingvild](https://reader034.vdocuments.us/reader034/viewer/2022042514/559c70af1a28ab5e708b45a8/html5/thumbnails/4.jpg)
www.sundbydesign.no
HVORFOR? Over 70% av Norges BNP = tjenestebasert
mandag 17. september 2012
![Page 5: Dnd design smartere ingvild](https://reader034.vdocuments.us/reader034/viewer/2022042514/559c70af1a28ab5e708b45a8/html5/thumbnails/5.jpg)
www.sundbydesign.no
1. Fo
rretn
ings
mod
ell
2. N
ettv
erk o
g al
lians
er3.
støtte
pros
esse
r4.
Kjer
nepr
oses
ser
5. Pr
oduk
tyte
lse6.
Pro
dukt
syste
m
7. Se
rvic
e8.
Sal
gska
nal
9. M
erke
vare
10. K
unde
oppl
evel
se
Inntjening
Investering
Produ
ktytel
se
Forre
tning
smod
ell
Nettve
rk
Støtte
pros
esse
r
Kjerne
pros
esse
r
Produ
ktsys
temServ
ice
Salgsk
anal
Merkev
are
Kunde
opple
velse
HVORFOR?
Inntjening
Investering
mandag 17. september 2012
![Page 6: Dnd design smartere ingvild](https://reader034.vdocuments.us/reader034/viewer/2022042514/559c70af1a28ab5e708b45a8/html5/thumbnails/6.jpg)
www.sundbydesign.no
Elementer i tjenestedesign
• Kundereise• Kontaktpunkter• Evidence
mandag 17. september 2012
![Page 7: Dnd design smartere ingvild](https://reader034.vdocuments.us/reader034/viewer/2022042514/559c70af1a28ab5e708b45a8/html5/thumbnails/7.jpg)
www.sundbydesign.no
Flyreise
mandag 17. september 2012
![Page 8: Dnd design smartere ingvild](https://reader034.vdocuments.us/reader034/viewer/2022042514/559c70af1a28ab5e708b45a8/html5/thumbnails/8.jpg)
www.sundbydesign.no
En kort reise
mandag 17. september 2012
![Page 9: Dnd design smartere ingvild](https://reader034.vdocuments.us/reader034/viewer/2022042514/559c70af1a28ab5e708b45a8/html5/thumbnails/9.jpg)
www.sundbydesign.no
Prosessen
Testi
ngKonsept
Visualisering Behov
mandag 17. september 2012
![Page 10: Dnd design smartere ingvild](https://reader034.vdocuments.us/reader034/viewer/2022042514/559c70af1a28ab5e708b45a8/html5/thumbnails/10.jpg)
www.sundbydesign.no
Løsning Behov
lHvorfor behovskartlegging?
Behov
Te
sting
Konsept
Visualisering
Behov
mandag 17. september 2012
![Page 11: Dnd design smartere ingvild](https://reader034.vdocuments.us/reader034/viewer/2022042514/559c70af1a28ab5e708b45a8/html5/thumbnails/11.jpg)
www.sundbydesign.no
Behov
Behov Løsning
lHvorfor behovskartlegging?
Te
sting
Konsept
Visualisering
Behov
mandag 17. september 2012
![Page 12: Dnd design smartere ingvild](https://reader034.vdocuments.us/reader034/viewer/2022042514/559c70af1a28ab5e708b45a8/html5/thumbnails/12.jpg)
www.sundbydesign.no
Raskere hest
lEn historie om Henry Ford
Te
sting
Konsept
Visualisering
Behov
mandag 17. september 2012
![Page 13: Dnd design smartere ingvild](https://reader034.vdocuments.us/reader034/viewer/2022042514/559c70af1a28ab5e708b45a8/html5/thumbnails/13.jpg)
www.sundbydesign.no
l Observasjonerl Dybdeintervju
lBehovskartlegging
Te
sting
Konsept
Visualisering
Behov
mandag 17. september 2012
![Page 14: Dnd design smartere ingvild](https://reader034.vdocuments.us/reader034/viewer/2022042514/559c70af1a28ab5e708b45a8/html5/thumbnails/14.jpg)
www.sundbydesign.no
Visualisering
Testing
Konsept
Visualisering
B
ehov
Felles forståelseEffektive prosesser
Grunnlag for organisasjonsendring
mandag 17. september 2012
![Page 15: Dnd design smartere ingvild](https://reader034.vdocuments.us/reader034/viewer/2022042514/559c70af1a28ab5e708b45a8/html5/thumbnails/15.jpg)
www.sundbydesign.no
Konseptfase: Tverrfaglig co-creation
Testing
KonseptVisu
alisering
Behov mandag 17. september 2012
![Page 16: Dnd design smartere ingvild](https://reader034.vdocuments.us/reader034/viewer/2022042514/559c70af1a28ab5e708b45a8/html5/thumbnails/16.jpg)
www.sundbydesign.no
Prototyping og testing
Testing/probing med evidenceRollespillGeriljatesting
Testing
Kons
ept
Visualisering
Behovmandag 17. september 2012
![Page 17: Dnd design smartere ingvild](https://reader034.vdocuments.us/reader034/viewer/2022042514/559c70af1a28ab5e708b45a8/html5/thumbnails/17.jpg)
www.sundbydesign.nomandag 17. september 2012
![Page 18: Dnd design smartere ingvild](https://reader034.vdocuments.us/reader034/viewer/2022042514/559c70af1a28ab5e708b45a8/html5/thumbnails/18.jpg)
www.sundbydesign.no
Spørsmål:Hvorfor er det så mange pasienter som ikke
kommer til timen sin?
mandag 17. september 2012
![Page 19: Dnd design smartere ingvild](https://reader034.vdocuments.us/reader034/viewer/2022042514/559c70af1a28ab5e708b45a8/html5/thumbnails/19.jpg)
www.sundbydesign.no
De glemte det. Hypotese:
SMS
Eller...?
Løsning:
mandag 17. september 2012
![Page 20: Dnd design smartere ingvild](https://reader034.vdocuments.us/reader034/viewer/2022042514/559c70af1a28ab5e708b45a8/html5/thumbnails/20.jpg)
www.sundbydesign.no
Hva sier pasienten?
mandag 17. september 2012
![Page 21: Dnd design smartere ingvild](https://reader034.vdocuments.us/reader034/viewer/2022042514/559c70af1a28ab5e708b45a8/html5/thumbnails/21.jpg)
www.sundbydesign.no
Det gjorde ikke vondt lenger, så jeg trengte ikke timen.
Jeg avbestilte, men det virker ikke som de fikk det med seg.
Det var altfor kort varsel!
mandag 17. september 2012
![Page 22: Dnd design smartere ingvild](https://reader034.vdocuments.us/reader034/viewer/2022042514/559c70af1a28ab5e708b45a8/html5/thumbnails/22.jpg)
www.sundbydesign.no
Jeg turte ikke..
Og mellom linjene...
mandag 17. september 2012
![Page 23: Dnd design smartere ingvild](https://reader034.vdocuments.us/reader034/viewer/2022042514/559c70af1a28ab5e708b45a8/html5/thumbnails/23.jpg)
www.sundbydesign.no
Prosessen
Blue Printing Co-creationInnsikt
mandag 17. september 2012
![Page 24: Dnd design smartere ingvild](https://reader034.vdocuments.us/reader034/viewer/2022042514/559c70af1a28ab5e708b45a8/html5/thumbnails/24.jpg)
www.sundbydesign.no
3 prosjekter
Pasientinformasjon
Innkallingsbrev
Intern kommunikasjon
mandag 17. september 2012
![Page 25: Dnd design smartere ingvild](https://reader034.vdocuments.us/reader034/viewer/2022042514/559c70af1a28ab5e708b45a8/html5/thumbnails/25.jpg)
www.sundbydesign.no
Lærdom
Hierarkiet lever
Visualisering ruler (duh)
Folka er bra...systemet not so much..
mandag 17. september 2012
![Page 26: Dnd design smartere ingvild](https://reader034.vdocuments.us/reader034/viewer/2022042514/559c70af1a28ab5e708b45a8/html5/thumbnails/26.jpg)
www.sundbydesign.no
Utfordringer med tjenestedesign
• Uklar sluttleveranse
• Høy kompleksitet
mandag 17. september 2012
![Page 27: Dnd design smartere ingvild](https://reader034.vdocuments.us/reader034/viewer/2022042514/559c70af1a28ab5e708b45a8/html5/thumbnails/27.jpg)
www.sundbydesign.no
Oppsummering
• Gjør design til et strategisk virkemiddel
• Kilde til mange ulike leveranser
• Tverrfaglighet = leveringsdyktighet
mandag 17. september 2012