Historically, technology design challenges have been centralized around the two-dimensional presentation of information and tasks. But a new discipline has emerged: Service Design, or the creation of a complete experience that satisfies the user at every touch-point throughout the service cycle. The rise of this new discipline presents complex problems that user experience practitioners must solve by appropriately leveraging products, people and technology.

Historically, technology design challenges have been centralized around the two-dimensional presentation of information and tasks. But a new discipline has emerged: Service Design, or the creation of a complete experience that satisfies the user at every touch-point throughout the service cycle. The rise of this new discipline presents complex problems that user experience practitioners must solve by appropriately leveraging products, people and technology.

UXs on the leading edge of Service Design are using ethnographic research, data visualization and information architecture to help resolve service issues in the most critical of environments – hospitals.

UXs on the leading edge of Service Design are using ethnographic research, data visualization and information architecture to help resolve service issues in the most critical of environments – hospitals.

In hospitals, new patient services are helping to improve the quality of care. The creation of Rapid Response Teams, an elite nursing-led intensive care unit, has helped avoid possible ‘code blue’ situations by searching for early warning signs of patient decline. These new services combine patients, nurses, physicians, technology, and physical space to create a unique experience design challenge.

In hospitals, new patient services are helping to improve the quality of care. The creation of Rapid Response Teams, an elite nursing-led intensive care unit, has helped avoid possible ‘code blue’ situations by searching for early warning signs of patient decline. These new services combine patients, nurses, physicians, technology, and physical space to create a unique experience design challenge.

In this presentation, we will explore techniques for leveraging the varied skill sets of those in the UX design field to provide service design in a complex environment. Experts must balance the social dynamics between different personas; capture and sift vast amounts of data in attempt to distill pertinent information; and visualize their findings with precision to ensure that the experience is improved.

In this presentation, we will explore techniques for leveraging the varied skill sets of those in the UX design field to provide service design in a complex environment. Experts must balance the social dynamics between different personas; capture and sift vast amounts of data in attempt to distill pertinent information; and visualize their findings with precision to ensure that the experience is improved.

Attendees will walk away with valuable specifics on how to conduct a service design project in any environment – from inception to implementation – utilizing the collaborative skills of researchers, information architects and UX practitioners.

Attendees will walk away with valuable specifics on how to conduct a service design project in any environment – from inception to implementation – utilizing the collaborative skills of researchers, information architects and UX practitioners.

In this presentation, we will:

• Define Service Design as an emerging practice
  
• Explore the IAs role in multi-disciplinary service design teams
  
• Examine a hospital case study to understand the interrelation of the web, information systems, and physical space
  
• Provide practical take-aways for experience designers
  

In this presentation, we will:

• Define Service Design as an emerging practice
  
• Explore the IAs role in multi-disciplinary service design teams
  
• Examine a hospital case study to understand the interrelation of the web, information systems, and physical space
  
• Provide practical take-aways for experience designers