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    Product and Service Design

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    doffyflamingo272
    The document discusses product and service design methodologies. It explains that products are tangible items that solve customer problems, while services are experiences that solve problems. It then outlines the typical steps in product design: defining a vision, research, analysis, ideation, specification, testing, and launch. It also discusses key aspects of service design like the people, props, and processes involved as well as the importance of the customer and employee experience.

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    Product and Service Design

    Uploaded by

    doffyflamingo272
    3 views16 pages
    The document discusses product and service design methodologies. It explains that products are tangible items that solve customer problems, while services are experiences that solve problems. It then outlines the typical steps in product design: defining a vision, research, analysis, ideation, specification, testing, and launch. It also discusses key aspects of service design like the people, props, and processes involved as well as the importance of the customer and employee experience.

    Original Description:

    Understanding the service and design of manufacturing processes

    Original Title

    Product and service design

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    The document discusses product and service design methodologies. It explains that products are tangible items that solve customer problems, while services are experiences that solve problems. It then outlines the typical steps in product design: defining a vision, research, analysis, ideation, specification, testing, and launch. It also discusses key aspects of service design like the people, props, and processes involved as well as the importance of the customer and employee experience.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    3 views16 pages

    Product and Service Design

    Uploaded by

    doffyflamingo272
    The document discusses product and service design methodologies. It explains that products are tangible items that solve customer problems, while services are experiences that solve problems. It then outlines the typical steps in product design: defining a vision, research, analysis, ideation, specification, testing, and launch. It also discusses key aspects of service design like the people, props, and processes involved as well as the importance of the customer and employee experience.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 16

    Product and service design

    What is a product?
    Is something tangible that a company makes
    that will solve some problem experienced by a
    customer.
    Think Kreepy Krawly. Solves the issue of dirty
    pools.
    Relatively obvious.
    What is a service?
    A service is an experience provided by a
    company that solves a problem experienced by
    the customer.
    Think hair cut.
    Can companies provide both products and
    services?
    Yes!
    Think Apple iphone(product) and Apple music
    (subscription service)

    Many companies will provide both products and


    services.
    Product design
    When designing a product there are many methodologies
    to use, however they all converge on this set of steps.
    • Defining the product vision
    • Product research
    • User analysis
    • Ideation
    • Design specification
    • Testing and validation
    • Launch
    Defining the product vision
    • It is important to ensure that all people on the
    team are of one mind as to the direction the
    project is going. At this stage the team will
    have some idea about a problem that is being
    faced and that there is a possibility of a
    financial payoff if the problem is solved.
    • A useful tool here is to define the criteria of
    success. This will create goalposts to aim for.
    Product research
    • In this step designers will start fully mapping
    the needs of the customer. This will be done
    via market research. Tools such as in person
    interviews will be conducted along with online
    surveys.
    • A competitor analysis needs to be done to
    determine whether there are any direct or
    indirect competitors in the space.
    User analysis
    • Based on data collected during market
    research, inferences can be made about the
    target market.
    • Often a tool called personas are used.
    – A generalised average consumer of the product
    will be created in order to ensure that the product
    created will satisfy their needs.
    Ideation
    • During this phase the design team will create
    many possible solutions. The idea here is to be
    as creative as possible.
    • Once there are many possibilities the weak
    ideas can be weeded out
    • Story boards can be used to put the designers
    in the shoes of the users and see who the
    products would solve the problems identified.
    Design specification
    In this phase the detailed technical design
    occurs.
    This is mostly not a linear process and there will
    be looping and learning done in the process.
    Unfortunately gaps in knowledge will be
    discovered here that may force the designers
    back to ideation.
    Prototyping will be an important tool to use.
    Testing and validation
    • Before the product is released to a batch of
    testers, use the design team as test subjects.
    Its likely that the design team will pick up
    flaws.
    • Once this is done, allow the testers that are
    external to the design process to test the
    design. Unfortunately the product may end
    up failing and the ideation section will need to
    be revisited.
    Launch
    • Once all testing is done and the design team is
    confident that the product will be well
    accepted, the product can be opened up to
    the market.
    Service design
    There are three main components of service
    design
    • People- anyone involved or affected by the
    service
    • Props – any physical/digital items that
    interface with the customer.
    • Processes – Workflows or procedures invoved
    in delivering the service
    Frontstage/backstage
    • It is important that both the client facing as
    well as the background processes are working
    synergistically. You cannot have a good
    customet experiece without having the
    background processes working seamlessly.
    • Special attention needs to be paid to user
    experience. Refinement is key.
    Employee focus
    • It is important to ensure that the process
    design also ensures a good working
    environment for employees.

    Happy employees = Happy customers

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