Lab+8

CCT333 Lab 8


 * Tutorial 8 Wiki Questions: **

According to the slideshow by Sylvain Cottong, who is an employee at [|http://www.integratedplace.com], describe the tools and methods of 'service design' (2 paragraphs).

From your personal experience, what would be a scenario in which these methods would be useful? (2 paragraphs)


 * Solution**:

To begin with, service design combines design methods from product design and interaction design in order to map out the experiences and interfaces to service. Service design focuses on enhancing the overall usability for target users that integrates efficient, effective and valuable features into the design. It is a human-centered approach that looks at the customer experience and how these users interact with varying environments. Service design can be deployed through advertising, web and mobile interfaces, physical areas, customer facing staff and communications.

There are a number of tools and methods that aid this service design approach such as ethnography, user studies and personas. Ethnography is the scientific description of the customs of peoples and cultures and can be analyzed to arrive and specific solutions for particular cultural contexts. Personas are user profiles created by developers that apply real life details to a fictional "personas" and help with targeting desired users by depicting their similarities and differences. Customer journey maps are used to display the experience of users - their problems may or may not be evident in the map but it shows real life situations and the various points of action people go through. Service blueprints allow for quantitative description of critical service elements such as time, logical sequences of actions and processes. Ideation, context mapping and participatory design are tools to reveal users' conscious and latent needs, experiences, hopes, and expectations and are facilitated by tutors in a workshop environment. Service prototyping involves creating scenarios, storytelling, story boards, real world experience simulations to gain evidence of how a system will interact with target users.

One scenario where service design would be practical and useful would be in prototyping border crossing procedures between Canada and the Us. The key artifact being tested could be a an RFID enhanced driver license that can be scanned by antennae located at the gates. In order to implement this system, a database of enhanced driver's licenses would have to be created and accessible to the border patrol. The system would aim to improve efficiency by retrieving data from these licenses and alerting security if people have a reason to be pulled over; ie, criminal records or particular disorders.

The experiment would first be prototyped at a separate location in order to record the actions and scenarios and relationships between the technical infrastructure, citizens and border patrol. By doing this service blueprint, developers can pick out where the system is lacking and how to maximize efficiency before implementing the technology at the border. Customer journey maps can also be useful in this experiment because developers can map out what people have gone through in order to prepare for their border crossing - by knowing this, alerts can be set out to inform users of preparation methods they can use to enhance their participation in the design of the system