A brief run-through of various group-based and individual techniques for using the wonders of sketching in Service Design. The second half of the presentation covers hands-on drawing techniques to tackle common objects and other things often drawn in Service Design artefacts.
1. Sketching in Service Design
Service Design Thinks & Drinks
Ben Crothers, Digital Eskimo
@bencrothers
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
4. What we are talking about
Sketching to help others communicate to us
Sketching to help us communicate to others
Hints and tips for Service Design sketching
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
7. Storyboards as a group activity
Done individually or in small groups
Good for:
Capturing existing experiences or problems
Capturing desired experiences or solutions
My point of view or target user point of view
Can be more economical than enactment, or a step
toward loosening up for enactment
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
8. Storyboards as a group activity
How:
Use a template of 6 frames
Help them along the way with stick-on emoticons
Provide a prompt sheet to remind participants about
actions, expectations, decisions, responses, emotions
Have each participant present their storyboard
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
11. Personas (or nudies)
Good for:
Small groups
Scrutiny and discussion for authentic target audiences
Watch out for:
'Aspirational' personas
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
12. Personas (or nudies)
How:
Start with a nudie template
Help them along the way with stick-on emoticons,
icons, media and website preferences
Provide a prompt sheet to remind participants about
behaviours, drivers, preferences, scenario
Have each participant present their nudie
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
14. Customer journey maps
Good for:
Combining a target user's experience with other
systems, processes and actors impacting the
experience that they may/may not see
Small groups to co-create
Not good for:
Individual work
Detail
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
15. Customer journey maps
How:
Ideally, start with a persona the group created
Have a clear objective in mind
Wind them up and let them go
Use post-it notes and other detachable things as part
of the sketch
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
17. Graphic facilitation
Capturing a group discussion as a concise set of
sketched concepts, objects and interactions
Good for:
Helping a group to work through and clarify a solution,
capture questions and issues
Watch out for:
Can be counter-productive if not confident
Potentially distracting
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
20. Object and domain modelling
Capturing an existing or proposed landscape of objects
and relationships
Good for:
Helping anyone to grasp an issue or your solution
Building up a library of reusable icons
Watch out for:
Can get too complicated if you're not careful
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
31. Sketch with confidence
Sketching is a powerful means of communication
As a designer, be as confident with sketching as you
are with designing, facilitating and speaking
Let your sketches be part of the sell, and watch the
magic!
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
32. Go easy on yourself
Start simple
Sketch for fun
Get good at the simple stuff
Copy others (for practice)
Sketching in Service Design | Service Design Thinks & Drinks, April 2012
33. Slow down
You can't draw quickly and accurately straight away
Start drawing slowly and focus on accuracy
Sketching in Service Design | Service Design Thinks & Drinks, April 2012