Dr. Andy Polaine has been involved in interaction design since the early 90s and was co-founder of the award-winning new media group, Antirom, in London. He was a creative producer at Razorfish, UK and later Interactive Director at Animal Logic, Sydney. Andy was Senior Lecturer and Head of the School of Media Arts at The University of New South Wales, Sydney before moving to Germany and holds a PhD from the University of Technology, Sydney in which he examined the relationship between play and interactivity. He now divides his time between being a Lecturer and Researcher in Service Design at the Lucerne School of Art and Design in Switzerland and his work as a service/interaction design consultant and writer.
His personal site is Playpenand can be found on Twitter as @apolaine.
Design
We instantly recognise the design craft and appeal of an iPhone or a Porsche, but why are our experiences with so many services so dismal? From finance to healthcare, telecommunication to mobility, public services to large commercial organisations, well-designed services are the exception rather than the rule, yet services make up for around 80% of developed nations’ GDPs.
UX designers have done much to champion the user experience, but the focus has been primarily on screen-based experiences. Service design is the design for experiences that unfold over time and reach people through many *different* touchpoints – not only screens. With a focus on designing *with* people, not just for them, service design provides a powerful set of methods that help map out the entire service ecosystem, discover insights, track people’s journeys through the service and help you design coherent service experiences. If the touchpoint experiences in the service don’t hang together coherently, the best UX design in the world is wasted.
This half-day, hands-on workshop into service blueprinting will dive straight into the heart of service design’s methods and mindset. Blueprinting is a flexible and powerful approach useful for everything from mapping out and making sense of insights research, through brainstorming and ideation to design specification and measurement.
The workshop will expand upon your existing UX skills and help you design better services.
It will cover:
Who is it for?
Web and UX designers will have an opportunity to expand on their existing skills in order to make the argument for good UX across the entire service. Those involved client-side in running UX and CX teams will also benefit – blueprinting is intended to engage all stakeholders on a project. As the workshop is quite short, it would be useful if you already have some knowledge of insights research, so that we can hit the ground running.