Service Design Lecture 6 KISK FF MU Brno 10 December 2014

Presenting New Designs

Today‘s Agenda

The form is incomprehensible

The help along is limited

No feedback on how I‘m doing

Fear of penalty

Updates and changes unfindable

Two more forms to fill after DAP

Officers not helpful

The form, the on-line forms, numerous websites, officers, tax advisors, letters, ...

Numerous Challenges

Over a Plenty of Touchpoints

How we‘re changing it?

1. Moje Daně: All-in-one Website

2. One Sheet: The New DAP Form

3. 24/7 Advisor: The Helpline

4. You Are Here: The Feedback Management

How did you perform ?

• Take a piece of paper

• Write your name on the top

• Pass it to your colleagues

• Give your colleague a constructive feedback

– What you really liked

– What would you change

– What their key strengths are and what might they do in future

• Repeat of everyone in the team

Note: After we finish today, I can provide individual feedback for those interested.

What can you do (and others don‘t) ?

Deliver user research & deep dives • Get contacts, get out and talk to people in a structured

way and derive meaning Analyze service using personas and touchpoints • Discover needs, problems and opportunities • Assess challenges and prioritize them • Analyze touchpoints • Develop goal-oriented personas and design for them Innovate: Design and prototype new ideas • Design and prototype services quickly and cheaply • Pick the best or re-design Manage the project and deliver results • No matter the obstacles, you deliver and find the way

What can you do (and others don‘t) ?

You are ready to go into any service,

research needs,

analyze the service and

make sure it delivers value to target customers

via relevant touchpoints.

Try other DIS courses

Spring Semester

• Human-Computer Interaction gives you further and hands-on understanding of the digital service design (how to build webs and apps, how to test them)

• Project Management makes sure, you‘re ready for bigger challanges in a managerial role

• Leadership provides key skills in case you need to push innovation through (conservative) organization

Fall Semester

• Digital Marketing and Social Media prepare you for competitive on-line environment when you try sell and/or promote your service

4 Things to Kick-Off Your Career

1. I‘d read TiSDT, Design of Everyday Things and The Inmates Are Running the Asylum

2. I‘d start reading Norman Nielsen blog and follow Fjord Design, Engine , Direct People and IDEO.

3. I‘d take other DIS courses and write a thesis on a practical project.

4. I‘d get an internship at a service company asap.

Get in touch on LinkedIn

• Connect with me

• Ask me for any contacts, references, ... when needed

• Stay in touch by letting me know what‘s new every now and then

(Psst! Jobs.cz is always looking for great interns!)

The whole DIS team meets with students, alumnis, partners and others

22 January 2015 at 18.30 at Baroko

Don‘t Forget

Designers go and make the world a better place to live in!