service design - capgemini€¦ · service design rewarding digital user experience cristina...

Service Design

Rewarding Digital User Experience

Cristina Juliani

Rome, September 28th

#CWIN17

Capgemini Week of Innovation Network

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Service Design. Rewarding Digital User Experience | September 28th

Copyright © 2017 Capgemini. All rights reserved.

Service Design | Why

https://www.youtube.com/watch?v=jAtJEZLAfhE


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“Brain is shaped by the surrounding world as well as by habits and behaviors.”Lara Boyd, Neuroscientist Associate Professor University of British Columbia

Adaptation is part of us.We are all digital users.

We are becoming experts of a new universal visual language and habits’ patterns.

X, Y or Z?




Designing “REWARDING” EXPERIENCES can make the difference

between losing or successfully engaging, a customer, employee

or partner.

Good Service Design leads to a long-term relationship

and happy USERS BECOME “EVANGELISTS”.


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Design | Principles by the good old Vitruvius

And for digital services … familiar, intuitive, playful, time-saver, gratifying.Again … rewarding!

functional & valuable.DRIVES ADOPTION

coherent & durable.DRIVES TRUSTWORTHINESS

beautiful & attractive.DRIVES DESIRABILITY


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Service Design | What

Design is a human-centered activity. WITH THE USER

TEST

as soon as possible

ideas and prototipes



Service Design | HOW

TOGETHER

ITERATIVE AND COLLABORATIVE

SET-UP


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Service Design | The path for a rewarding user experience

Research & Analysis

Sketching & Zoning

Tree Map &Wireframe

GUI & Prototype


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Service Design | Iterations and feedback

UX TESTDEV

UX

TEST

DEV


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The result

5 days

to build a functional prototype

40

participants from 3

branches of the military

120

different services represented in a

final prototype

The experience

Simplify a long and tedious procedure and bring

peace of mind to our soldiers before combat .

French Ministry of Defense | Simplify Bureaucracy with Service Design


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Interactions made for humans | Steve realised it in 1984

https://youtu.be/VtvjbmoDx-I


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Thank You!

Phone: +39 345 6012734

[email protected]

Cristina Juliani

INNOVATION | Digital Experience

juliacri

Speaker 1

Photo

www.capgemini.com

The information contained in this presentation is proprietary.


Rightshore® is a trademark belonging to Capgemini.

About Capgemini

With more than 180,000 people in over 40 countries, Capgemini is one of With more

than 190,000 people in over 40 countries, Capgemini is one of the world's foremost

providers of consulting, technology and outsourcing services. The Group reported

2016 global revenues of EUR 12.5 billion. Together with its clients, Capgemini

creates and delivers business, technology and digital solutions that fit their needs,

enabling them to achieve innovation and competitiveness. A deeply multicultural

organization, Capgemini has developed its own way of working, the Collaborative

Business Experience™, and draws on Rightshore®, its worldwide delivery model.

http://www.capgemini.com/

https://plus.google.com/+CapgeminiGlobal

https://www.facebook.com/Capgemini

http://www.linkedin.com/company/capgemini

https://www.youtube.com/capgeminimedia

http://www.twitter.com/capgemini

http://www.capgemini.com/about/how-we-work/the-collaborative-business-experiencetm

http://www.capgemini.com/about/how-we-work/rightshorer

service design - capgemini€¦ · service design rewarding digital user experience cristina...

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