Posts Tagged ‘touchpoint’

first draught blueprint…..

February 20, 2009



After deciding we were going to focus on inspiring children about sustainable mobility we decided to head off to some schools. The first one we visited was a pre-elementary school, with children aged between 1-6. This was perfect for us as we want to target children aged 5 and 6 before they go to primary school. At this age the danish government have placed down laws that children will only be taught social skills, linked to themes like culture and nature, so we felt this was a perfect opportunity to also teach them about the environment.  The “learning” they receive at this age, is very informal and all done through play in a variety of mediums to keep them engaged for longer periods of time.  After the meeting we had with the head of the school we got some great feedback and ideas on how to approach our idea. After a another brainstorming session we came up with an idea that we felt really touched on a lot of points that we had learned form the school and also from what DSB want to provide in a service.

In short the service we are designing is a mix between an online learning and support site and a practical and fun toolkit that is given to teachers at a school to help them teach the children. We understand that children aged 5 and 6 might not fully understand why traveling by bike is better than a car but we believe that if the tools and service are designed in the correct way it will make them raise questions with their parents and hopefully change their attitudes towards traveling with their children. We also feel that if children have an introduction and small insight to this at an early age, that when they are of the age to decide how they travel hopefully they will think more about their actions and choose the best way!

After focusing on this idea we created an initial service blue print. We story boarded the user journy, pin pointed DSB’s role at each stage, identified the different stages onf the service, the touch points that need to be designed and the specific interactions that will happen.




We then presented these to anders (live|work) and Mikael (DSB Innovation Lab) The feedback we got was super positive, but we needed to focus on the life of the service and how it was continue for a period of time after the toolkit is used in the school for the first time. After much discussion we think we have come up with solutions for these problems but are now building low fdility prototypes to test the experience!

Service Design Isn’t in the Touchpoint

January 26, 2009

A really interesting post from Jeff, Via design for service

“The other day, a friend of mine from grad school was pondering the distinction between product design and service design since many products are part of a service now. Examples like the iPod/iTunes/ITMS start to blur the line.

Now that I’ve had some time to think about it, I realize that things aren’t as blurry as I initially thought. There are still tons of products that aren’t designed to be part of a service in any way. From kitchen appliances to digital electronics there are plenty of dumb boxes in my apartment. In fact, I only own a handful of products that are connected to a service.

That’s not to say that the products in my home couldn’t be integrated into a service. If I started taking photos professionally with my Nikon D70, it’d suddenly be part of a service. But until then it’s just a beautiful example of product design. Lots of products can be incorporated into services. Think of automobiles. Instead of buying a Crown Vic from the dealer I can rent one from Enterprise, hire one from Yellow Cab or ride in the back of one courtesy of the highway patrol. But that doesn’t mean the people at Ford are service designers.

Even if an interaction designer were to create a touchpoint specifically for a service, something like the digital kiosks for Jet Blue, that wouldn’t necessarily make it service design. Service design isn’t in the touchpoint. It’s in the interconnections between touchpoints and in the behaviors that connect people. Service design lives in the system, not the artifact.

Unless you’re looking at the larger context, you’re doing something other than service design” Jeff howard

Public services in CPH

September 14, 2008

Prior to coming in Copenhagen, i had always heard how efficient and amazing the public services were!which made me very excited as it is an area i am deeply interested in within the design sector. This morning i had to go to the local authority office to register my stay and gain a residents permit.  I saw this as a perfect opportunity to see whether if all i had been hearing was true even for someone who doesn’t speak the language and is new to the city!

so….. I find the place on the map and cycle to the building, it is easy to find, when i get into the car park there are good signs telling me where not to park my bike. Good start so far!

And good facilities to lock your bike up….

The main entrance was very noticeable and there is a distinct sign telling me where i need to go being an EU resident, in English and Danish.

When i got into the office, i wasn’t able to take photographs, but the system was seamless! When you first enter you are faced with an electronic ticket machine where you recieve a ticket with a number on it. The number corresponds to your place in the que. You are then able to take a seat in a relaxed environment where you can fill in any relevant forms (that have perfect english translations) and then wait for your number to appear on a digital display. When it appears it also tells you which adviser to go to, you then hand in your documents,and go through your neccessary procedures, depending on what you are there for. Before you leave your advisor tells you what to expect and do for the next stage of your application. It is a very simple service, but it works fantastically. With a few very well designed touchpoints it made it a completely stressfree user experience, with no waiting in ques or mis communication! Just brillliant!