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Wednesday, April 6 • 1:15pm - 4:45pm
DW05 - Workshop - Service Design

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This workshop will be taught twice, once on Wednesday and once on Thursday. 

Most digital products no longer exist as a contained product offering - i.e. a tool that accomplishes a finite set of predetermined tasks. Today’s digital products are connected.  They manifest across multiple touch-points (mobile, tablet, web, in-person, etc..) and their interactions evolve with the user over time.

Thanks to product offerings from companies like Google, Amazon and Apple; our expectations of business who create digital products have also changed.  We expect these experiences to be interconnected; where my calendar is aware of events that appear in my email, or my eReader automatically displays purchases made via my phone. Today’s digital products behave more like services - fluid experiences that manifest across multiple touch-points over time.

This demand for a seamless user experience is also changing the way business and product managers develop products. In order to develop meaningful, long-term relationships with their customers, they are forced to work across previously isolated teams and business units. Not only does this present a challenge for those who try, but most organizations quickly realize they lack the capability to even define their service offering, let alone the expertise to craft and maintain it. 

Business and product managers must rethink their approach toward developing products & services that support meaningful user experiences. They must reframe their disconnected touch-points into a single connected service offering.

This workshop outlines an advanced approach to defining, crafting, and refining a service offering that manifests across a series of diverse touch-points. In this workshop, we will:

  • examine two real world examples of complex services

  • focus on how to create visual artifacts that drive organizational alignment around the service ecosystem

  • apply systems thinking to real world problems

While this workshop is open to everyone, people with design or product management experience are encouraged.  

Participants will walk away with a basic understanding of customer journey mapping and service blue printing; two methodologies integral to the creation of a seamless service experience.

avatar for Matt Franks

Matt Franks

Blackboard, Creative Director
Faculty, Austin Center for Design

Wednesday April 6, 2016 1:15pm - 4:45pm CDT
Salon E