About Jennifer Bove

About Ben Fullerton

In this workshop you will:

• Investigate the design challenges involved in creating a time-based, constantly evolving user experience that people utilize in multiple ways
• Explore tools and methods commonly used in service design projects, such as customer journey frameworks, service ecologies and service blueprints
• Learn how to use your skills to promote sustainability by designing for use instead of ownership or consumption

Service design is a well-established professional practice that focuses on designing for users’ evolving experience and making that design accessible through many different touchpoints. Design thinking principles are then applied to the formation of coherent and consistent behaviors across all of these touchpoints: digital or otherwise.

On the heels of their session earlier in the day, “‘We’ll Always Have Paris’: What Makes a Memorable Service Experience?,” Jennifer and Ben will provide an overview of the tools and techniques needed to help you design the service experiences people desire, and teach you techniques to ensure you keep them addicted to those services in the future. Jennifer and Ben will also explore methods for monitoring service quality, along with the best ways to improve user experiences that unfold over time.

You will additionally:

• Discover how to design for when things go wrong, as well as when they go right
• Work in groups to brainstorm and then start to design a service that prioritizes the customer experience
• Create simple scenarios explaining how people will use your service
• Take home valuable insights that will help you think about user services with a new and more advanced perspective, while ensuring that design decisions remain constant from inception through delivery

This workshop is for user experience and interaction designers interested in developing new skills that go beyond designing plastic and pixels. It’s also for anyone interested in exploring how behind every desirable product, there can be an equally desirable service.