Workshop (closed)
Designing for Service: A Hands-On Introduction
In this workshop, we will explore how experience can serve as a focus in designing for service.
Our goal is to:
- Offer definitions, categorizations, and attributes of quality service experiences
- Explain the process that we are using to design for service
- Illustrate our approach with some representative cases.
Exercises
Participants will engage in exercises that will help bring the information to life. We expect that participants will leave the workshop seeing the potential of product/service systems, or even systems of systems as a new means of framing company offerings.
Workshop Leaders
We are pleased to announce that the service design workshop will be run by Shelley Evenson and Hugh Dubberly.
Shelley Evenson
Associate Professor and Director of Graduate Studies
School of Design, Carnegie Mellon University
Pittsburgh, Pennsylvania
Shelley Evenson is an associate professor and director of graduate studies at Carnegie Mellon University's School of Design. Shelley teaches in the area of interaction design. Her work has always focused on tapping into the needs of constituents, defining the best opportunities to respond to those needs, quickly prototyping the response and iteratively reshaping it based on feedback. Prior to her academic career, she was vice president and chief experience strategist for Scient, director of design at DKA/Digital Knowledge Assets, director at Doblin Group, and vice president of Fitch. She has published a number of articles and presented papers at numerous conferences on design languages in hypermedia, interaction design, design research, and service design. Her current interests include design strategy, languages, prototyping, and what lies beyond user-centered design.
Hugh Dubberly
Principal
Dubberly Design Office
San Francisco, California
Hugh Dubberly is a principal in Dubberly Design Office, a San Francisco-based consultancy that focuses on making software easier to use through interaction design and information design. At Apple Computer in the late ‘80s and early ‘90s, Dubberly managed cross-functional design teams and later managed creative services for the entire company. While at Apple, he co-created a technology-forecast film called "Knowledge Navigator," that presaged the appearance of the Internet in a portable digital device. At Netscape, he became vice president of design and managed groups responsible for the design, engineering, and production of Netscape's web portal. In 2000, he co-founded DDO. In addition to his practice, Dubberly also teaches. While at Apple, he also served at Art Center College of Design in Pasadena as the first and founding chairman of the computer graphics department. He has also taught classes in the Graphic Design Department at San Jose State University, at the Institute of Design at IIT, and in the Computer Science Department at Stanford University.