IA Summit 2018 Main Conference TalkTopic(s): case studies, product design, service design, strategy, and UX
While the concept of full service gas fill-ups may be going the way of the dodo bird in our personal lives, it is just gaining traction when we talk about product design and the philosophical mind shift driving the field towards service design. Why is this happening? Because as technology provides more and more sophisticated offerings, we are realizing that the product alone isn’t enough to make the customer happy anymore.
To find the most success we need to organize and plan the people, processes, and communication around the products within our organizations, and beyond to what is provided to customers to truly provide the best experience possible. This is what it means to design the service.
My organization has realized that our SAAS offering, especially when combined with our other Cloud offerings, is a service and that we need to treat it as such. As we discover this about ourselves, we are endeavoring to change our approach to product development.
In this session, I will share the story of the successes and challenges of figuring out what that means. Because trust me, it is not an easy or quick shift to make. From revamping our personas to include internal participants, creating customer team level profiles, building journey maps, developing visual consistency across the suite and considering the end-to-end experience in QA testing we are looking at it all! So get ready to fill ‘er up for the long drive ahead!
About the speaker(s)
With fifteen years of experience as an interaction designer and user researcher, with a focus on user-centered design methods, Traci Lepore has experienced a broad range of work practices. At Oracle, Traci is responsible for helping to define the customer experience for a new Cloud Commerce Product. While working as a consultant for almost ten years, she worked on both enterprise and consumer projects across a variety of industries and domains. Through her UXmatters column, Dramatic Impact, Traci hopes to infuse aspects of theatrical theory and practice into her design practice and bring a more empathetic and user-centered focus to her work. Traci holds an M.A. in Theater Education from Emerson and a B.S. in Communications Media from Fitchburg State College. She is a member of the Boston chapters of UPA and IxDA.