Archive — Service design
A write-up of a brilliant talk Jo Arthur gave at this month’s UX Glasgow event, where she outlined how the National Lottery Heritage Fund analyse user research remotely. I found it super useful, not least because this is exactly what we need to do at my work right now, and I have taken a lot of inspiration from this. Thanks Jo!
The session will outline the comprehensive programme of user research the University of Edinburgh’s User Experience Service conducted on behalf of the Learn Foundations project. It will show how, as the project went along, we adopted a service design approach in order to better meet the needs of both students and staff. Read full article1 comment
Why it may not always be right to design as smooth a journey as possible.
This idea seems counter-intuitive at first, but makes perfect sense on further reflection.
…people who had an issue with a service that was later resolved gave a better rating to it than people who didn’t have any.
It reminds me of a story (which I now cannot find) about someone who annually camped out for nights on end to get tickets for a particular event. One year, this person’s dedication was rewarded with free tickets. This gift offended the person. They derived their utility from the effort they were putting in (or perhaps in showing that effort to other people). The value was in the struggle.
My final blog post about our user research for the Learn Foundations project, outlining how our service design approach has left the University of Edinburgh in a stronger position to understand how we can really improve services for students.
Slides from my Edinburgh UX meetup talk on Monday 2 September 2019, about the user research we have been conducting around the needs of students and staff working with course materials digitally at the University of Edinburgh. See the more detailed blog posts about this project over at the Website and Communications team blog. Read full article1 comment
This year I have had the fantastic opportunity to study with the Service Design Academy. This intensive course in service design has given me hands-on experience in new techniques. This blog post summarises my experience.
✔️ Love stationery
✔️ Love workshops
This is a great guide to workshop essentials. I’m impressed that this kit contains a wider variety of materials, and yet seems so much smaller than the workshop bag we use at work. Maybe we rely too much on mountains of sticky notes!
I’d be tempted to add planning poker cards to this list. Planning poker is usually thought of as a technique for estimating work in agile projects. But it can also be used as a prioritisation technique in workshops.
I’ve been thinking and reading a lot about co-design recently (as well as doing some of it too). This website, Beyond Sticky Notes, has provided me with even more food for thought.
I am particularly struck by the table describing various approaches from transactional to transformational. In this model, “Anything ‘centred’ — human, user, patient etc.” is little better than “Designer as expert”. Meanwhile, what I thought of as co-design may actually be more like participatory design. There’s so much more to do.
But one line of warning is familiar to any good user experience practitioner, and is worth repeating until the cows come home.
Co-design builds long term commitment. By contrast, consultation often gives the illusion we’ve bought people on board — only to have them then fall overboard. With consultation, we pay later — often in costly, public and damaging ways.”
Make sure you also see Mindsets for co-design, another enlightening article on how to do co-design better.
This website is in support of a book due to be published in 2020. I am now looking forward to it.
Thanks to Alison Wright who retweeted the latter article and brought it to my attention.
Summarising the key findings from a set of user interviews I conducted with students on their needs around accessing course materials digitally. Just one of the strands of the Learn Foundations project, which I still have much more to write about.
After analysing and synthesising the insights gathered through the interviews, we built up a picture of how and why students’ experience with Learn varies throughout the year as students attempt to complete different tasks. This is presented as a semester in the life of students using Learn.
Business design can be very different to service design if it’s focused on the wrong things. But Ben Holliday notes:
Service design is business design when we focus on and care about designing for both internal staff and external user experience together as front and back stage of how a service works.
All too often business design is narrowly self-serving. If it’s not focused on ultimately improving things for your users or customers, it will do damage in the long run.