Lab+8

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).

"Service Design" is the combination of various design methods from interaction design and product design used to make the overall experience more useful, usable, efficient, effective and valuable for customers. Within the Service Design framework there are tools and methods used to adopt to individual situations and projects.

To begin, ethnography, user studies and personas are used to identify, discover and understand both the service context and the users. Secondly, customer journey maps are used to illustrate how the customer perceives and experiences the service interface along the time axis. Thirdly, service blueprinting is an analysis methodology that draws upon time and logical sequences of actions and processes in order to specify the actions and events which occur in the time and place of the interaction as well as those out of the line of visibility for users. Fourthly, ideation, context mapping and participatory design are used to reveals users both conscious and hidden needs, experiences and expectations. Lastly, service prototyping is a useful tool used to map out scenarios, storyboards and real world experience simulations to better understand user experience.

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

In my personal experience, these methods could be used to improve clinical services in the public sector of service design. Time and time again, I have visited the hospital and found myself lost and distorted while trying to look for a certain room or department, or feeling uncomfortable in a congested space. There is a lot of room for enhancement and redesign in the health sector that service design could greatly improve on.

Firstly, ethnography, user studies and personas would be useful to understand and identify the patients and their experience in the hospital. Secondly, a customer journey map would be useful to illustrate and understand how customers perceive and experience their visit at the hospital. Thirdly, a service blueprint could be used to analyse the process the patient goes through in the hospital to get to their destination depending on their circumstances, for example if they need any mode of transportation such as a wheelchair and if they need one provided. Fourthly, context mapping and participatory design can be used to actively engage patients in offering visual feedback and contributing towards redesigning an approach that will help improve the patient experience and outcomes of care. Lastly, service prototyping would be very useful to map out real world scenarios patients experience when they visit the hospital or clinic and give a better idea for what problems and challenges people in all circumstances may face.x