Service Design 101YouTube↗  IA↗(long shot)
Science & Technology  17.2K views 232 likes 6 dislikes   30 Mar 2018
NNgroup 252K subscribers United States YouTube↗


Please select the problem
You must specify your email and describe the problem in detail
Describe your problem in detail if it's not obvious

Click to Play Video Click to Play Video
What is service design?
O que é design de serviço?
There are a lot of misconceptions about what it is.
Existem muitos equívocos sobre o que é.
That's because traditionally, our definition doesn't quite stand up to what we use today.
Isso é porque tradicionalmente, nossa definição não se compara ao que usamos hoje.
Traditionally, goods are tangible, consumable things: like pens.
Tradicionalmente, os bens são tangíveis coisas consumíveis: como canetas.
While services are intangible and can't be consumed: like the postal service or massage.
Enquanto os serviços são intangíveis e não podem ser consumido: como o serviço postal ou massagem.
Today that isn't quite true; there's no clear distinction.
Hoje isso não é bem verdade; não há distinção clara.
Rather, everything we make exists on a continuum: goods on one side, services on another.
Em vez disso, tudo o que fazemos existe em um continuum: mercadorias de um lado, serviços de outro.
Now, designing a service is not the same thing as service design.
Agora, projetar um serviço não é a mesma coisa que design de serviço.
Designing a service is us creating that customer journey -- that end-to-end of what the user experiences.
Projetar um serviço é nos criar essa jornada do cliente - aquele fim-de-final do que o usuário experimenta.
Service design is us understanding what we as employees have to do in order to then produce
Design de serviço é nos entender o que nós como os funcionários têm que fazer para depois produzir
that customer journey.
essa jornada do cliente.
Service design is defined as, looking across an organization's resources and designing how it works,
O design de serviço é definido como, analisando os recursos de uma organização e projetando como ela funciona,
in order to (1) improve the employees' experience, and then (2) indirectly improve the user's experience.
a fim de (1) melhorar a experiência dos funcionários, e então (2) indiretamente melhorar a experiência do usuário.
There are three things that comprise service design; first being people --- whether they be the users
Existem três coisas que compreendem o design de serviço; primeiro sendo pessoas --- sejam eles os usuários
or the employees; maybe even third parties.
ou os funcionários; talvez até terceiros.
Next are props: all the things that have to exist in order for the employees to create the experience.
Em seguida são adereços: todas as coisas que devem existir para que os funcionários criem a experiência.
These can be tools, they can be physical places.
Estas podem ser ferramentas, elas podem ser lugares físicos.
Third are processes: these are workflows or procedures that occur between employees
Terceiro são processos: são fluxos de trabalho ou procedimentos que ocorrem entre os funcionários
or between employees and users.
ou entre funcionários e usuários.
My favorite example of service design is thinking about going to the theatre.
Meu exemplo favorito de design de serviço é pensar sobre ir ao teatro.
I, as the user, walk in and I see a lot of things: I see the stage, I see the actors, I see the lights.
Eu, como usuário, entro e vejo muitas coisas: Eu vejo o palco, vejo os atores, vejo as luzes.
Now, in order for all that to exist, there's a lot happening backstage.
Agora, para que tudo isso exista, há muito acontecendo nos bastidores.
There's a director, there's wardrobe changes, there's a whole crew, there's someone that built the set.
Há um diretor, há mudanças de guarda-roupa, há uma equipe inteira, tem alguém que construiu o set.
If we look at our organizations, it's the exact same thing.
Se olharmos para as nossas organizações, é o exatamente a mesma coisa.
The user does and sees a lot, but how does that exist?
O usuário vê e vê muito mas como isso existe?
And that should take as much thought and resources as a user's experience itself.
E isso deve levar tanto pensamento e recursos como a própria experiência do usuário.
Similar videos:

What is Service Design?
Yosef Shuman
99.3K views 675 likes 13 dislikes 11 Mar 201467% match

Why Service Design
NNgroup
5.4K views 71 likes 1 dislikes 18 Oct 201967% match

UX vs. Service Design
NNgroup
19K views 386 likes 9 dislikes 21 Jun 201967% match

Design Principles 101
NNgroup
10.1K views 233 likes 2 dislikes 22 May 202045% match

Design Thinking 101
NNgroup
27.7K views 382 likes 3 dislikes 16 Jan 201943% match

The 5 Steps to Service Blueprinting
NNgroup
25.4K views 249 likes 3 dislikes 12 Oct 201842% match

Design Thinking 102
NNgroup
9.7K views 99 likes 2 dislikes 03 Aug 201841% match

21st Century Design
NNgroup
21.7K views 1K likes 2 dislikes 08 May 202037% match

Design Thinking & Agile
NNgroup
9.8K views 114 likes 6 dislikes 27 Sep 201937% match

How to Test Visual Design
NNgroup
18.5K views 226 likes 1 dislikes 09 Nov 201836% match

Design Thinking 101
NNgroup
22.3K views 232 likes 6 dislikes 22 Oct 201635% match

UX Mapping Methods: When to Use Which
NNgroup
18K views 363 likes 4 dislikes 23 Feb 201833% match

Don't Listen to the Customers
NNgroup
8.6K views 248 likes 5 dislikes 17 Jan 202033% match

4 Key Components of Service Blueprints
NNgroup
15.2K views 147 likes 2 dislikes 25 May 201832% match

Why is UX so difficult?
NNgroup
11.5K views 219 likes 2 dislikes 14 Sep 201832% match

Design for the Elderly
NNgroup
14.4K views 776 likes 1 dislikes 22 Jan 202132% match

User Interface Design Fails
NNgroup
7.5K views 160 likes 1 dislikes 09 Oct 202031% match

Best Intranet Design Trends of 2018
NNgroup
9.8K views 50 likes 8 dislikes 24 Feb 201830% match

Principles of Human-Centered Design (Don Norman)
NNgroup
10.3K views 233 likes 0 dislikes 10 Aug 201830% match

Focus on Results, Not on Perfect UX (Don Norman)
NNgroup
18.8K views 386 likes 0 dislikes 08 Jun 201828% match

Hick's Law: Designing Long Menu Lists
NNgroup
10.8K views 138 likes 2 dislikes 06 Jul 201828% match

The Availability Heuristic
NNgroup
12.5K views 116 likes 8 dislikes 06 Jul 201828% match

UX Must Revolutionize Education
NNgroup
2.4K views 57 likes 2 dislikes 04 Sep 202028% match

AI & Machine Learning Will Change UX Research & Design
NNgroup
5.3K views 125 likes 0 dislikes 21 Aug 202027% match

Why You Should Use a Grid for Designing Layouts
NNgroup
10.6K views 229 likes 5 dislikes 31 May 201927% match

Customer Journey Mapping 101
NNgroup
22.2K views 234 likes 4 dislikes 10 May 201926% match

How to Create a UX Storyboard
NNgroup
14.6K views 163 likes 3 dislikes 11 Jan 201926% match

The Visual Principle of Scale in User Interface Design
NNgroup
1.3K views 40 likes 1 dislikes 06 Nov 202026% match

Facilitation 101
NNgroup
1.6K views 56 likes 2 dislikes 04 Dec 202026% match

What is a Mental Model?
NNgroup
14K views 172 likes 5 dislikes 14 Sep 201826% match


Settings Privacy About Contact Donate