Service design
Learning new skills mixing service design and UX/UI design
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Learning about the tools and techniques to make services and products that work.
Principle Consultant – UX – November 2010 – March 2013
Learning about service design
I joined Seren to learn about service design. I lead the visual design team inspiring them to think creatively to produce new ideas and concepts based on the evidence of our service design process. Our clients included Orange, O2, Vodafone, Barclays, FT and ITV.
Organize the application icons for Vodafone Business services. Auditing and editing the existing icon set and developing a framework and guide for creating new icons.site maps, navigation, to consistent page layouts
Managed an 8 week rapid discovery process to design Vodafone M2M portal. From detailed workshops with key stakeholders to producing visual design templates that described the products look and feel.
Conducted Research and Product Design for ITV’s Video on Demand service for the Canvas platform. Turning our learnings into design opportunities, creating concepts, design principles to develop innovative service ideas.
Through working with Barclays for Seren I was asked by the Director of Propositions and Development at Barclays, Joe Brown, to help develop their UX/CX team.
Case studies
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ABC Design Customer Journey Maps
Well where to begin. There appears to be a lot of these being worked on at the moment, and whilst they flex and change to meet each individual projects requirements do we really have a handle on what fundamentally makes a good customer journey map.
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ABC Design Info graphics
Thinking about info graphics, one of my criticisms has been that we don’t spend enough time thinking about the organisation of the information in our finished design. We tend to place it all down in one go. This often leads to congested designs that aren’t easy to scan or navigate. I came across this graphic […]
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Vodafone M2M
The Vodafone M2M portal created one access point for the entire life cycle of their M2M SIMs. From supply, through instillation to status monitoring during usage. Vodafone have changed their approach to developing the M2M Portal so that it is now centred on user needs rather than on functional requirements. We helped the Business Products Team […]
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ABC Design Thinking Design Strategy
These are my notes on design strategy in order to clear my head of them. They are not a coherent argument, they are ideas and concepts arranged in a long list.
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Did I hear you say ‘service design philosophy’
Since coming back from holiday, I was thrown back in at the deep end doing a project which was very heavily sold to the client as it would bring them the benefits of our, ‘service design philosophy’. Now I appreciate that company processes evolve and change, so saying a company has a philosophy is a […]
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Change your paradigm…
Chipping away slowly at the M2M coal face, we are finally going to have a first draft of most of the wire frames after two weeks. Pretty good going as three weeks ago no designer in the office new anything about the portal. One personal concern is have we had enough time to question the […]
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How I learned to like UX again….
Another chatty post from the coal face. Rather serendipitously I came across this blog post whilst looking for the very famous tree swing problem. Which is a great internet meme/illustration of how your deliverables go wrong.
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Just trying to get the job done
Well as we start another ‘massive’ project and the pressure mounts, I hope we have all the safeguards and checks and balances in place, so the jobs a breeze and we all enjoy it. There is alot of romanticism in design, and thats why I love it, but it also generates an idea that projects […]
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The curse of the perfect delivery…
Today, I committed the classic Seren mistake all over again. It happened on ITV when we delivered a perfect billion page analysis, it happened when I worked all weekend to deliver the perfect user journeys storyboards only for the client to change the names into Chinese to make the vendor laugh, I tried to deliver […]
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Designing application icons for Vodafone Business Services
Vodafone has a wide range of iconography used across their various platforms from VOIP phones with their simple dot matrix LCD displays, to their website and mobile devices and back to Mobile Wi-Fi’s some of which have a simple monochrome screen. Vodafone had developed a really rich visual style. I conducted an audit and then provided […]