cct333lab9


 * Tutorial 9 Wiki Questions:**


 * According to the slideshow by Sylvain Cottong, who is an employee at [|http://www.integratedplace.com]****, describe the tools and methods of 'service design' (2 paragraphs).**

With products becoming so vital in our consumerism lifestyle, it is extremely important for ‘service’ to complement the product. Therefore, when Sylvain Cottong describes the concept of ‘service design’, he states that it is essential to the industry but often times neglected. According to him, ‘service design’ is the “new mindset” in design understanding and includes design processes and interaction to produce the product and the interface. This makes sure that the products aim to satisfy the users by making them more efficient and useful based on the customers’ experiences. The following are the tools and methods of ‘service design’:

Ethnography, or user context or the studies and persona, is the study of customs and culture of people. In this step, the design indentifies the background or the context of culture they are focusing on. Another one is called the customer journey map, which illustrates and maps out customer experiences and understanding of using that service. In this map, designers try and perceive the feeling and satisfaction of the users and provide an overall customer satisfaction experience. Another tool ‘service design’ utilizes is called service blueprinting. This tool allows the designers to understand how the elements are meant to service the product and describes the different parts of the service. It also describes the interaction between the product and the consumer, to better understand the detail of the product experience. Another one is service prototyping, which allows the designers to simulate the journey of the use of the product from the start to the end by replicating the consumers and understating the product’s implications. Other services include ideation and participatory design, which lets consumers partake in a workshop to help the designers better understand their expectations.


 * From your personal experience, what would be a scenario in which these methods would be useful? (2 paragraphs)**

Service design can be applied to many different scenarios in our everyday lives. For example, the ‘service design’ of service blueprint can be utilized to summarize the shopping experience at an online retail store such as eBay. This service would help organize the whole experience and map them in a sequence. It would begin with arriving at the website, typing in my desired item in the search box, navigating the website and subsequent search results, finding my desired item, putting it in the cart, and finally checking out.

This service blueprint not only maps out the various stages of the online shopping experience, but it also shows the thoughts and perceptions at each stage. It demonstrates all the perceptions that influenced the whole experience with their services, services such as ease of navigating the website, availability of help if needed, the different types of products available, etc. This method ensures that it is not only the shopping experience that makes a difference, but the whole package, such as the ease of the website and the whole experience.