Designing for Service:
New Ways to Get at the Heart of the Service Experience
As the US shifts to a knowledge-based, service-centered society, companies will turn to design to differentiate themselves in increasingly competitive markets and to create opportunities that address new challenges in the service sector. Services have traditionally been consciously designed, but rarely with the participation of designers or transdisciplinary teams; even then, the design teams have looked backward toward product design for inspiration.
This presentation will look forward to new ways of designing for service. It will showcase three years of service design projects at Carnegie Mellon which explore a wide range of experiences in settings as diverse as parking garages, museums, cancer and other healthcare clinics. A specific focus will be placed on methods borrowed from interaction, business process and participatory design to get to the heart of the service experience and provide better resources for people in their everyday lives.
Shelley Evenson is an Associate Professor at Carnegie Mellon University teaching in the area of interaction design in the School of Design. She also is a voting faculty for the Human-Computer Interaction Institute at Carnegie Mellon. Shelley has worked for more than 25 years in multidisciplinary consulting practices. Her work focuses on tapping into the needs of constituents, defining the best opportunities to respond to those needs, quickly prototyping the response and iteratively reshaping it based on peopleís feedback. In the last three years, Shelley has focused on developing an approach to designing for service.
Prior to joining the faculty at Carnegie Mellon University, Shelley was cofounder of seeSpace an experience strategy firm, and Chief Experience Strategist for Scient. She is a frequent speaker at design conferences and conducts design strategy workshops with large and small corporations. Shelley has worked with clients such as Apple Computer, Bank of Montreal, CIBC, Kodak, Motorola, Texas Instruments, Williamsburg Institute, and Xerox on a wide variety of design and development projects. Her current interests include design languages and strategy, experiences that skill, organizational interfaces, what lies beyond human-centered design, and design for service.