Service Concept & scenario

Slideshow Transcript

1. Slide 1: e-s rvieneio e c ar conce pt & sc ac ourse prepared r by yves pigneu spired presentation in lds by Garr Reyno
2. Slide 2: concept ^ & s cenarios
3. Slide 3: s ervice co ncept design sc enario
4. Slide 4: SERVICE
5. Slide 5: f ront s tage online back s tage
6. Slide 6: a “service c oncept” ... how to define illustrations.fr
7. Slide 7: A service concept defined as ... “ actual service, and the value or A value proposition defines an benefits perceived by customers of the service. ”
8. Slide 9: FACILITATE RESEARCH AND REDUCED TRANSACTION COSTS SPEED UP DISTRIBUTION IMPROVE THE QUALITY OF SERVICE IMPROVE FACILITY AND EXPERIENCE OF BUYING IMPROVE THE TRANSPARENCY OF INFORMATION BY OPENING UP THE INFORMATION SYSTEM DEVELOP A SENSE OF COMMUNITY, AND IMPROVE THE DIFFUSION OF KNOWLEDGE, BIND COMPLEMENTARY PRODUCTS
9. Slide 10: The value proposition defines the relationship between ^according to Ajit Kamb il et al. the fulfillment of needs across multiple customer roles the performance attributes of services the total cost
10. Slide 11: customer roles performance cost
11. Slide 12: customer roles & life cycle post pre use buy
12. Slide 13: information searching
13. Slide 14: evaluating alternatives
14. Slide 15: counseling
15. Slide 16: co-creating
16. Slide 17: order taking
17. Slide 18: billing & payment
18. Slide 19: evaluating service performance
19. Slide 20: safekeeping
20. Slide 21: problem solving
21. Slide 22: repairing
22. Slide 23: transferring
23. Slide 24: performance & fulfillment of needs unanticipated innovation expected excelle nce desired imitative basic m e too
24. Slide 25: un anticipated expected desired post pre core use basic buy
25. Slide 26: cost, risk & effort direct auxiliary cost physical effort risk financial acquisition selection operation delay complementary functional psychological
26. Slide 27: value frontier ^ accord high-end ing to Ajit Ka market mbil e me too t al. imitative low cost innovation performance / cost
27. Slide 28: service concept refund ticket customer role: post-encounter (transfer) performance: excellence (expected) Provide an easy way to handle the cost: refund requests for unused tickets reduce effort for customer
28. Slide 29: service (work) system customers: refund ticket remote users information: flights customers reservations technologies: web browser phone work practices: !check reservation !cancel reservation !refund ... Provide an easy way to handle the participants: refund requests for unused tickets customer call center
29. Slide 30: DESIGN
30. Slide 31: the desig ner’s toolk it ...
31. Slide 32: s toryt elling
32. Slide 33: “Once upon a time ...” usages ??? illustrations.fr
33. Slide 34: books
34. Slide 35: storyteller
35. Slide 36: movie screenplay
36. Slide 37: diary and handwriting
37. Slide 38: scena rios
38. Slide 39: “ In scenario-based design, descriptions of usage situations become more than just orienting examples and background data, they become first-class design objects. Scenario-based design takes literally the adage that a tool is what people can do with it. ” Mary Rosson & John Carroll “Scenario-based usability engineering”
39. Slide 40: A scenario is ... ^according to Ross on a story about people and their activities describing current practices or hypothetical futures from the point of view of a specific persona
40. Slide 41: what is a persona ? illustrations.fr
41. Slide 42: Persona archetype or stereotype of real users can serve as a focus in the design process with goals to achieve
42. Slide 46: of work practice s cenarios are con structed
43. Slide 47: A scenario ... ^ according to Ross on “ depicts actors, goals, supportingof thoughts, other artifacts, and a sequence tools and actions, and events through which goals are achieved, transformed, obstructed, and/or abandoned. ”
44. Slide 48: what is an artefact ? illustrations.fr
45. Slide 49: Artefact ^according Rosson to is a (man-made or) designed entity reflects knowledge, roles, and procedures related to a task actual meaning apparent when observed in use
46. Slide 50: I’D LIKE TO GET THE DOCUMENT ... OK, I’LL GIVE YOU THE DOCUMENT ...
47. Slide 52: service concept & scenario consult document scenario 1 Cécile comes at Céline’s desk and ask her to consult a confidential document Céline notices that Cécile is employed by CRI and is accredited, that the document corresponds to an archive reference, and that is available. Céline records the consultation. On base of the document’s location supplied by the system, Provide an easy way to borrow a she pick up the document and give document from the library it to Cécile .
48. Slide 53: ios are it eratively scenar analyzed , revised, a nd refined
49. Slide 54: Claim analysis ^according to Ross on design feature with positive and negative impacts on use experience balanced analysis with pros and cons scenario refinement (with what-if)
50. Slide 55: scenario > claim analysis scenario 1 feature Cécile comes at Céline’s desk and confidentiality check ask her to consult a confidential document + Céline notices that Cécile is employed by CRI and is important feature accredited, that the document corresponds to an archive reference, and that is available. - accuracy if differed Céline records the consultation. On base of the document’s suggestion location supplied by the system, she pick up the document and give real-time checking it to Cécile .
51. Slide 56: I’D LIKE TO GET THE DOCUMENT ... SORRY, YOU ARE NOT ALLOWED TO GET IT
52. Slide 58: wing to efer dra faster, “I pr ing. Dra wing is talk om for an d leave s less ro lies” Le Co rbusier
53. Slide 59: according to Chen Ch ang & co to be followed ... http://vis.berkeley.edu/courses/cs160-fa06/wiki/index.php/InteractivePrototype-Group:4Corners
54. Slide 60: ge t users involved
55. Slide 61: to be followed ...
56. Slide 62: service concept value proposition review \" customer roles \" performance attributes \" cost
57. Slide 63: scenario stories review \" about people and \" their activities \" point of view of a persona