Latest Event Updates
Only a few days to go now. Here’s the info we’ve sent to everyone getting ready for the 2015 Leeds Service Jam. We’re delighted to have over 20 jammers taking part. If you’ve booked but know you are no longer able to attend please email email@example.com
ODI-Leeds is on the third floor of Munro House, Duke Street, Leeds, LS9 8AG. Munro House is located on the corner of Duke Street and York Street, opposite Leeds bus station and next to the BBC building. The nearest car parks are at Quarry Hill and Leeds Markets.
Registration will take place on the ground floor from 6pm on Friday 27 February. We’ll give you a jam participant form and Creative Commons license. After signing in, you can go up to the ODI space on the third floor. We’ll start the welcome presentation at 6:30pm.
Friday’s session will run until 8:30pm when we’ll stop and go to a nearby bar or restaurant. On Saturday, you can arrive from 9am and we’ll get everyone together for a briefing at 9:30am. Jamming will run until 5pm. On Sunday, the space will be open from 9:30am with a 3pm deadline to upload all our work to the Global Service Jam site. We’ll do an end of jam show and tell and wrap up by about 4pm on Sunday.
Food & Drink
We’ll provide lunch on both days. We want to make everyone feel welcome, so if you have special dietary needs and didn’t mention them on the Eventbrite booking form, please can you let us know by the end of Thursday.
If you’re tweeting about the event, don’t forget the hashtag #GSJam for the global event. Please remember, the global theme stays secret until all the cities to the west of us know about it too – we’ll let you know when it’s safe to share that during the event.
What to bring?
It’s going to be dress down/lots of hands on stuff over two days, so please just wear whatever makes you feel comfortable to jam. There’s no need to bring anything, but here’s a checklist of things that may be helpful if you have them: Computers & Cables – Cameras and cables/SD cards – Tablets/Phones – Any design tools that you would like to share in groups that may help – Know-how on prototyping – Children’s toys and figures – Box of Lego to share within your group – Your playful side… silly hats/wigs/scarves/squeaky toys.
If you have any questions, please email firstname.lastname@example.org
We made this flyer to publicise the 2015 Leeds Service Jam.
- Print it out big and stick it on your wall or window
- Print it out small and leave a stack of copies wherever you and your colleagues or classmates meet for coffee
- Project it onto the side of a prominent building
Whatever you do, tell everyone!
Take a look at http://www.servicedesignbooks.org/browse/
Two books have recently been published on Service Design, that are well worth a read.
This is Service Design Thinking
by Marc Stickdorn and Jakob Schneider
by Erik Roscam Abbing
5 steps that can start a blueprint
Step 1: Aware
So many service providers focus on what they actually provide and miss out
how their potential customers/clients will find out about it, or leave it to the end when the service is produced (handling it in isolation or delegating it to someonelse). The first step of the blueprint addresses this by asking ‘How do you find out about this service?’
The answer to this question will vary, from service to service, but making time to consider this and knowing where your most valuable/needy customers are is key. The main point
is that with cross channel communications, info sharing is part of the main product not a side order or after thought.
Step 2: Engage
The next step explores the access points to your product. ‘How do you access the service?’ and indeed where and when? This information can open up ideas on how the service is designed, and how it connects with other products aswell as considering the platform(s) itself. How many customers start off in a conversation with a friend… or on facebook/twitter. Today we can make fast links in. But equally in the offline environment a carer may first access your service while on a visit to the doctors through a referral.
Step 3: Use
This step is pretty easy for the service designer or manager to answer quite quickly, or is it? How do you use the service? You have spent so much time designing it, meeting the proposition teams’ brief and preparing what you will offer, but who is going to use it and how will they use it?
Step 4: Develop
How your use of the service can develop. What can your customer do, once they have started using your service? If you have gained trust with the success of your service, you are in a position of trust and have an opportunity to cross/up sell. This could be a commercial objective or simply an example of joined up thinking for a series of services that a customer/client may require/need/quite like to have.
Step 5: Leave
Making the leaving experience a positive experience makes the difference between a ‘not going back there!’ reaction and ‘oh… that was quite helpful, I’ll consider them another time.’ If the experience of leaving is bad, one thing’s for sure, they’re not going to be encouraged to return.
The left hand column then varies depending on your service/business.
In the example above we broke the journey down into four persona experiences, sketching the journey so to make it tangible and visible. Then below that we added what each department/part of the business would be doing to facilitate those journeys. Ideas that came from workshops were plotted onto this blueprint to be able to see the experience as a whole and see clearly where the gaps could be. Understanding the bigger picture gives opportunity for more linked up thinking.
Service Blueprints can be done as simply or as complex as needed…
Another translation of Blueprinting is the Customer Journey Canvas found in the recently published book This is Service Design Thinking by Marc Stickdorn & Jakob Schneider (also available from Amazon).
Wall of Sketches from a Workshop: Orange UK
Visualising intangibles and sketching is a very facilitative part of Service Design.
Many clients sit back in awe when a designer starts sketching/doodling and visualising what is being said in a meeting… but we aim to make sketching/doodling accessible to all.
By enabling everyone to make their ideas visual, you make the idea easier to share in a group and more quickly understood. Sharing an idea in a group, can then develop the idea more quickly and help it grow or help create new and better ideas.
01 There are a few books you might like to take a look at:
• Sketching User Experience Bill Buxton
• The Back of a Napkin: Selling Ideas with Pictures Dan Roam
• Visual Meetings: How Graphics, Sticky Notes and
Idea Mapping can transform group productivity David Sibbet
02 Live|Work are known for their sketch sheets, giving you a starting drawing to then develop and add detail to. This helps get people going and soon enough people then ask for blank paper as they grow in confidence and think beyond the boundaries of what is put infront of them.
Still not convinced this is going to make a difference at all?
Try this out…
which of the following to you understand first?
Service Design Leeds aims to share learning and explore ideas around Service Design in the city and the north of England, for both public and private sectors. A few of us have
taken up the challenge of Global Service Jam, to give the city an opportunity to try out service design, to learn by doing.
If we go into the Jam thinking of what may happen afterwards it may limit what actually happens at the event. Global Service Jam is an open and experimental space…
so we are suspending the everyday situations/thinking with the aim of creating something new and creating a shared learning together. It will be an opportunity to make new connections both locally and globally, public and private sector… and with that kind of offer, who knows what may happen? It will be created by the group of jammers that attend…
Service Design Leeds will be collecting the outputs and following things up afterwards.
We have a hunch of what we personally would like to do… but we don’t want that to quash anything that may naturally happen at the event. So what ever will be will be… but I know we are very excited and are keeping connected with other innovation groups in the city.