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Beyond the blueprint: Strategic service design deliverables

Deliverables were called Documents a few decades ago.

“Service design, or the design of value exchange between a service provider (company) and a service participant (customer), is an approach with enormous potential; delivering on that potential requires action. Service design is meant to inspire and direct action in the form of implementation. To make deliverables that drive action, I propose three key considerations.”

(Shahrzad Samadzadeh a.k.a. @shahrsays ~ Cooper Journal)

Design’s fully-baked deliverables and half-baked artifacts

Digital design cooks and pastry chefs do their magic.

“In design, we have something similar to the two states of a cake: artifacts and deliverables. If deliverables represent the fully-baked ideas in our design, artifacts represent the half-baked ones still forming. The distinction between artifacts and deliverables is very important, yet something we never find ourselves discussing, just like the multiple states of cakes. If we create one when we think we’re creating the other, it will lead to confusion that wastes time and convolutes the team’s efforts. We need to understand how they work and what makes each one valuable.”

(Jared Spool a.k.a. @jmspool ~ User Interface Engineering)

Ditch Traditional Wireframes

Some still think they have value.

“Wireframes have played an increasingly leading role in the modern Web development process. They provide a simple way of validating user interface and layout and are cheaper and faster to produce than a final visual comp. However, most of the methods and techniques used to create them are far from being efficient, contradicting the principles and values that made wireframing useful in first place. While this article is not about getting rid of the wireframing process itself, now is a good time for questioning and improving some of the materials and deliverables that have become de facto standards in the UX field. To make this point clear, let’s do a quick review of the types of wireframes commonly used.”

(Sergio Nouvel a.k.a. @shesho ~ UX magazine)

Introducing the storygraph

Service design deliverable galore.

“The storygraph is a deliverable I made to visualize the user needs/touchpoint matrix. (…) Let’s think about the customer’s journey. As designers we can’t have control over the path our customers walk. They can approach us from any possible touchpoint: our website, some else’s website, phone, friend advice, our headquarter or any other physical location, remote help desk, social media etc. They use whatever they will to get informations or complete a task. From the customer’s point of view, they’re just interacting with our brand. And they don’t care about what channel or system or device they’re using. That’s exactly why we have to.”

(Raffaele Rainwiz)

Lean UX: Getting Out Of The Deliverables Business

“Lean UX is an evolution, not a revolution. UX designers need to evolve and stay relevant as the practice evolves. Lean UX gets designers out of the deliverables business and back into the experience design business. This is where we excel and do our best work. Let’s become experts at delivering great results through these experiences and forgo the hefty spec documents. It won’t be an easy road. Culture and tradition will push back, yet the ultimate return on this investment will be more rewarding work and more successful businesses.” (Jeff Gothelf ~ Smashing Magazine)