interaction17 hybridservices feb2017

Interaction 17 © Ixonos @Futurice I 1

AMBIENTS INTELLIGENCE MEETS SERVICE EXPERIENCE DESIGN

EXPERIENCESEEKING FOR THE BEST

Template for design documents © Ixonos Plc I 2

/01 WELCOME AND INTRODUCTIONS /02 SERVICE EXPERIENCE DESIGN /03 PERSUASIVE DESIGN /04 THE WEB EVOLUTION /05 THE AGE OF SHIFTING THE VALUES

10MINBREAK(ATABOUT2.15PM)

/06 IOT SERVICE KIT /07 HANDS ON WORK /08 WRAP-UP

AGENDA


01 // TEAM

// JANE VITA Service Design Lead / Ixonos

Jane Vita has several years of experience in

digital services and media, including cross

platform design, digital strategy, digital

reputation, and performance. Throughout her

career, she has helped to create new digital

services and transform existing ones with

clients including Nokia, Samsung, Ericsson,

Volvo, Renault, Marcopolo, Porto Seguro,

Nokian Tyres, Iittala, Viking Line, Safmarine,

YIT, and Fira.

// MARIA LUMIAHO Service Design Lead / Futurice

Maria Lumiaho is a designer driven by a

sense of wonder and curiosity for a brighter

future together. Her areas of expertise include

Digital Strategy, Service Design, Experience

Design & Interaction Design. She has

envisioned and transformed digital services

for a wide variety of clients including Airbus,

BMW, Volkswagen, Finnair, Helsinki Airport,

Germanwings, and Nespresso.

Who we are :)

Twitter@JANEVITA

@MARIALUMIAHO

#IXD17


02 // SERVICE EXPERIENCE DESIGN

When designing experiences you should ask yourself, who are you designing for and what is the experience your target audience is seeking.

User experience design won’t work in every situation for every user because, as human beings, we are all different.

The best we can do is design for specific experiences and highlight certain behaviours, but we can’t impose or predict the actual experience itself.

You have to leave your comfort zone and talk with users and stakeholders, observe them.

They will not design your service though, but they will give you valuable insights to create and promote the best experience.

Service Experience Design

Who The best Insights“It is not enough that

we build products that function, that are understandable and

usable, we also need to build products that

bring joy and excitement, pleasure and fun, and,

yes, beauty to people’s lives.”

Don Norman


TASKS &EXPERIENCESUser Experience Hierarchy of Needsby Stephen P. Anderson

Focus on experiences driven by what your users want to do rather than business objectives or the mechanics of delivering your service.

03 // PERSUASIVE DESIGN


01 02 03

Getting from tasks to experiencesFocus on business 01, 02, 03

FUNCTIONAL

RELIABLE

USABLE

A Functional experience means that you service works well.

It works but it is also trustful, it guarantees performance and achieving the goal is possible.

It works, it is trustful but it is also easy to use, and the end-user can experience it more intuitively.



04 05 06

Getting from tasks to experiencesFocus on user needs 04, 05, 06

CONVENIENT

PLEASURABLE

MEANINGFUL

It is fitting in well with a person's needs, activities, and plans. It also has all the previous properties.

It is enjoyable, the person will lose the sense of time, because it is great to be there.

It has a personal attachment, it will achieve your memory or it will match with your beliefs. It has a personal meaning.



04 // THE WEB EVOLUTION


05 // AGE OF SHIFTING VALUES


06 // IOT SERVICE KIT


07 // HANDS ON WORK

Creatively think about tech Hands on work part 1/4

40 minBrainstorm about a persona and the many possibilities technology can play on enabling her/him to achieve different goals. Please, don't spend much time in making sense of the journey or the service, the goal is to get to know the technologies.

ToolsIOT SERVICE KITIt is a co-creative tool for

exploring user-centric

interactive scenarios. The

goal is to let user experience

drive the process of merging

physical and digital realities

into successful digital

services. http://iotservicekit.

com/


07 // HANDS ON WORK

Refine the context Hands on work part 2/4

40 minRevisit the scenario and think about other elements that will help you to refine the context, such as what changes when the time or even season changes, what are the other objects that are placed around, among other things. How these new elements can add to the experience you have just created? Change your scenario as many times you want until you get a satisfactory path that leverage technology.

ToolsIOT SERVICE KIT

It is a co-creative tool for

exploring user-centric

interactive scenarios.

The goal is to let user

experience drive the

process of merging

physical and digital

realities into successful

digital services.

http://iotservicekit.com/


07 // HANDS ON WORK

Persuasive design Hands on work part 3/4

20 minRevisit the scenario and now using the behaviour cube think what will motivate the user to interact with the technology you just built in that space. Use post-it notes to visualize the triggers.

ToolsBEHAVIOUR CUBEBig behaviour questions

and answers with lists

of valid motivators you

could consider during

development.

http://www.poetpainter.com/


07 // HANDS ON WORK

Group presentationHands on work part 4/4

YOUR IMAGINATIONImagination is the most

powerful thing that

humans have and it is

very useful, don't limit

yourself.

Tools20 minTake your time to create the best way to share your scenario with the groups. Let us know how the process helped you to come up with the current solution. Please, share also the questions you have about the process.


Users should be encouraged to explore and have autonomy to select their next steps and immerse in specific interaction points. Rather than paths, sandboxes are not shaping behaviour, instead they create engagement and keep user in control.

They will decide what happens, how they will play with your service building blocks, that were being assigned with a contextual meaning.

This system thinking though, do not apply to all kinds of services, but it works for places with specific purpose (e.g. library, university, smart home).

08 //WRAP-UP

How do we create engagement by designing sandboxes, rather than paths?

"Shape and influence a user’s path, to creating

engaging environments where people may

determine how and under what circumstances

to best engage with a system."

Stephen P. Anderson


08 //WRAP-UP

RECAP • We briefly talked about what is important to consider when

designing a service experience.

• We tried to use technology creatively to see where it could lead & what can be done.

• We introduced and used IoT Service Kit and Behaviour Cube to leverage technology meaning and its content in the service experience.

• We collectively presented our scenarios and got feedback.

• We gave insights about what to expect next.


08 //WRAP-UP

Questions?Feedback?


Jane Vita Service Design Lead

@janevita [email protected] https://www.linkedin.com/in/janevita/

Maria Lumiaho Service Design Lead

@marialumiaho [email protected] https://www.linkedin.com/in/marialumiaho

Thank you!