Jared Cole and I ran a one-day workshop at UX Week 2011 called This Is Service Design. The title borrows from the the title of the book, This Is Service Design Thinking, which I contributed to. The workshop builds off last year’s workshop, From Products to Services, but with a couple changes. We dropped sketch ideation and storyboards, and instead added acting as prototyping (or ideation) and the business model canvas.

Acting as prototyping was an activity I ran at SF Service Design Drinks earlier this year. It’s a great way to quickly articulate a rich service experience with multiple stakeholders and touchpoints over time. Faster than paper and pencil! The business model canvas seemed like a good addition as it speaks to the increasing importance of service design, and design in general, to address business needs. Both were well received. The two other activities covered were customer journeys and service blueprints.

Overall, the response to the workshop very positive. Though we did find areas for improvement. The good news is we’ll have a second go at it in October at Design by Fire, which has already sold out!

Day 1

ClearRx: From Masters Thesis to Medicine Cabinet (Keynote)
with Deborah Adler, Milton Glaser
Design makes a difference.

Stone Soup: Stories and Storytelling for Collaboration
with Kevin Brooks, Motorola Labs.
Listening without interrupting is difficult.

The Problem Solving Power of Stickies: Simple Tools that Deliver Great Results
with Kate Rutter, Adaptive Path
Stickies are simple, but powerful. Use them often.

Parallels in Cooking and Design
with Ryan Freitas, Adaptive Path
Consistency is key, but provide room for creativity.

How to Manage a User Experience Team (Without Losing Your Mind)
with Katrina Alcorn, Hot

Capturing the Whole User Experience
with Indi Young, AP Emeritus
Doesn’t matter how you draw it, as long as you understand it.

Communicating Ideas Throughout an Organization
with Andrew Crow, Adaptive Path
Everyone has emotions, motivations, and goals.

Discussion Panel: Skills for Current and Future User Experience Practitioners
with Sarah B. Nelson, Adaptive Path
Design schools like CMU and IIT produce future user experience practitioners.

Day 2

The Conversation Gets Interesting: Creating the Adaptive Interface
with Stephen P. Anderson, Sabre
Multiple ways to present the interface based on the audience.

Adaptive Path Charmr Presentation
with Jesse James Garrett, Adaptive Path
Focusing on user experience is what we bring to the table.

Documentation: Choosing the Right Tool for the Job
with Dan Brown, EightShapes
Elements of a document: define, elaborate, enhance. Making Comics by Scott MuCloud.

Waterfall Bad, Washing Machine Good
with Leisa Reicheit, disambiguity.com
Good design process combines iteration, a multidisciplinary approach, collaboration, early and rapid release, and involves end users.

Pattern-Based Design Communication Techniques
with Doug LeMoine, Cooper
Typical Cooper stuff.

Discussion Panel: Beyond Wireframes
with Dan Brown, Eightshapes
User-centered design is very design focused, weak on multidisciplinary and collaboration.

Day 3

Keynote
with Jan Chipchase, Nokia
Context is the richest environment. A product or service is not necessarily about functionality, but a projection of self—what does an object or service say about a person?

Inclusive Iterations: How a Design Team Builds Shared Insights
with Emily Ulrich, Steelcase

Making Research Effective
with Todd Wilkens
Good research deliverables: clear and straightforward, engage the audience, tell stories.

Stores, Web and Beyond: Serving Multi-channel Customers With Meaningful User Experiences
with Kathleen Hoski, BestBuy.
Day in the life may not capture the full picture: the experience over time.

Mobile Research Techniques
with Rachel Hinman
How we understand the Internet today is tied to the PC experience; we need to change our perspective; sometimes the obvious answer isn’t obvious; pay attention to workarounds.

CNN.com Relaunch Case Study
with Lori Adams and Dermot Waters, CNN
Use wiki for requirements.

Day 4

New Sources of Inspiration for Interaction Design (Keynote)
with Dan Saffer, Adaptive Path
People that tell you an element of design always needs to be in a particular place are either insane. Look for inspiration from architecture, film, mechanical objects.

Learning Interaction Design From Everyday Objects
with Bill DeRouchey, Ziba
Inspiration fuels design. Attention fuels craft. Interaction has a language that we create and curate.

The National Building Museum: From the Inside Out
with Martin Moeller, National Building Museum
Concrete made beautiful.