Lab+9

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).

Sylvain Cottong describes service design as service that is combined with products, which are then used and judged by customers. Products which are combined with services, it is a combination of the design of not only the product but also of the interaction and service design. Service is meant to provide an efficient and enjoyable experience for its users, it uses a human centered approach.

Service design uses different tools and methods to provide satisfaction to its customers. It uses ethnography to study the cultures of people in order to provide services which coincides with their culture and is useful to the users. Customer journey maps are also used to map out customer experience through a certain period of time in order to gather information on their experience and find ways to make their experience better. Service Blueprints allows for a description of service elements such as time logical sequence and processes according to Sylvain Cottong. Service Blueprints can be used for in hospital patient transport, they could be used to see ‘tomorrow’s service panel’ and so on. Ideation, context mapping and participatory design is used to reveal users needs and experiences hopes and expectations by participating in workshops operated by tutors, through this process designers are able to improve designs and satisfy customers. They do this trough reenacting real life scenarios with the use of story boards and service prototyping to test out prototypes and improve designs and make them more efficient.

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

From my own personal experience, a scenario which these methods would be useful in improving would be the airport. For most people going to the airport is a dreadful experience they have to face before their travels. People have to travel long distances from terminal to terminal and find ways to entertain themselves during the time they spend waiting for their plain to arrive and be prepared for the to climb aboard.

Ethnography can be used in airports because there are many different cultures of people who go to the airports, therefore there should be different kinds of restaurants, and stores available to satisfy the needs of people from different cultures. Ideation, context mapping and participatory design can be used to dig deeper to find the needs and experiences of people in the airport. Through this process designers can gather information on what people need and want to have available to them in order to make their experience of the airport a fun one instead of a dreadful one.