Service Design

2022/01/23 (新增連結)
2024/03/25 (加入UX Maps)

簡介

• 21st Century Design (6:00) by Don Norman (繁體中文字幕)

  • Service Design

    • Service Design 101 

    • Why Service Design (2:17) NN group

    • UX vs. Service Design (2:50) NN group

    • Journey map、service blueprint

  • Complex Social Technical System

• Is service design the new change management? 

Tools

• UX Mapping Methods Compared: A Cheat Sheet

  • UX Mapping Methods: When to Use Which (2:48) NN group **

  • Empathy mapping

  • Customer journey mapping

  • Experience mapping

    • Experience maps generalize the concept of customer-journey maps across user types and products.

  • Service blueprinting

• How to Create a UX Storyboard (2:30) NN group

• 10 Visual Models That Let You Simplify The Most Complex Ideas : Busting Complexity For Product Managers

• Experience design deliverables

• Experience design templates 

  • User definition phase

    • Personas

    • Mental models

    • Use cases

    • User Stories

  • Content definition phase

    • Content models

    • Content strategies

    • Content governance

    • Copy decks

  • Behaviour definition phase

    • Journey maps

    • Task flows

    • Wireflows

    • User flows

  • Categorization definition phase

    • Concept maps

    • Mind maps

    • Site maps

    • Taxonomies

  • Interface definition phase

    • Conceptual prototypes

    • Low fidelity prototypes

    • High fidelity prototypes

  • Guideline definition phase

    • Design languages

    • Pattern libraries

    • Interface inventories

    • Design systems

Experience Mapping

• Experience Mapping — A Step-by-Step Guide by JD Jones

  • Co-Creation

    • Workshop with end users

    • Share and innovate

  • Doing

    • 6 steps

      • Brainstorm tasks

      • List channels

      • Present and order

      • Advanced ordering

      • Phases

      • Review

  • Feeling

    • Brainstorm

    • Order cards

    • Review

  • Thinking

    • Brainstorming

    • Present and order

  • Opportunities

    • Pick a pain point

    • Brainstorm

    • Present your opportunities

    • Impact

    • Discuss disagreements

    • Effort

    • Effort vs Impact Matrix

    • Assign owners

• Customer Journey vs Experience Maps: What’s the Difference?

  • Customer journeys establish a universal, goal-oriented framework. Experience maps tell a unique story within the journey.