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Service Design from a consumer perspective?
If you have a question about this talk, please contact Peter Wild.
Geke van Dijk is co-founder and director of STBY , a London and Amsterdam based research consultancy specialised in social research for service design and innovation. In projects for clients (both industry and government) STBY is often involved from the early exploratory stages of service design processes, when a multi-disciplinary team of experts needs to discover what matters to the people they aim to develop services for. The social research generates rich insights on practices, routines, preferences and frustrations in people’s everyday lives. The results are highly visual reports of consumer experiences and unmet needs, clustered around themes relevant to the topic of the research. These reports are used by organisations as input for creative concept development sessions during service innovation processes. The insights often include personal details that spark off lively discussions in development teams. By showing the, often messy, everyday context in which new devices and applications need to survive, the research offers an inspiring way to explore opportunities for innovative service design. Geke works on the crossroads of industry and academia. In 2007 she completed a PhD in Human-Computer Interaction at the Computing Department of the Open University. In her talk she will describe the methods and tools she uses for social research for service design, and she will illustrate this with materials generated during recent research projects. For more information on STBY and Geke, see www.stby.eu.
This talk is part of the Cambridge Service Alliance Forum series.
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