1. BOSTON SERVICE JAM 2014
ADVENTURES IN SERVICE DESIGN
STEVEN FISHER
@stevenfisher
2. So, Who the Heck is This Guy?
STEVE FISHER IS MY NAME.
A N D I B E L I E V E S E R V I C E D E S I G N C A N S AV E T H E W O R L D .
•
•
•
•
•
•
•
•
•
•
3 Time Entrepreneur (2 Sold)
Head of Experience for SeaChange
Co-Founder, Revolution Factory
Advisor (Protoshare. H2i, Startup Institute)
20 Yrs Product Designer
8 of them with agencies (Digitas, Sapient) and consulting firms
Film Producer
Yoga Teacher
Slow Runner
Connect with me:
Fast Eater
/TheStevenFisher
/StevenFisher
/StevenFisher
/StevenFisher
3. Today we are going to talk about Service Design
and the Adventures You Can Take
LET’S GET ROLLING…
9. THE METHOD
So You Can Use Proto-Personas…
..Quick and
Effective.
Source: https://uxmag.com/
articles/using-proto-personasfor-executive-alignment
10. THE METHOD
So You Can Use Proto-Personas…
A SKETCH OF THE
INDIVIDUAL, A NAME,
AND SOME BASIC
DEMOGRAPHICS
B E H AV I O R S A N D
BELIEFS OF THE
PERSONA
DEMOGRAPHICS
NEEDS AND GOALS
..Quick and
Effective.
30. THE EXERCISE
The Case: http://www.freshtilledsoil.com/transit-transformation-mbta-website-redesign-challenge/
The Live Demo: http://willdickey.me/mbta/#
31. G R E AT R E S O U R C E S
• http://designingcx.com/cx-journey-mapping-toolkit/https://uxmag.com/articles/using-proto-
personas-for-executive-alignment
• http://www.slideshare.net/sstarmer/how-to-design-for-the-future-cross-channel-experience-
design-13899852
• http://www.slideshare.net/joyce_hostyn/writing-great-experiences-customer-experience-
journey-maps
• http://www.pinterest.com/LupingYeh/customer-journey-map/
• http://www.pinterest.com/uxjam/journeys/
• http://www.servicedesigntools.org/tools/8
• http://www.adaptivepath.com/ideas/the-anatomy-of-an-experience-map/
• https://speakerdeck.com/megangrocki/customer-journey-mapping-illustrating-the-big-picture
32. A N D D O N ’ T F O R G E T…
… E N J O Y T H E J O U R N E Y.