Group: 3 Learnings on Service and Experience Design Workshop.

As a part of service and experience design, we studied different perspective of the Person with disabilities. Our challenge was overcoming stigma of Person with disability towards livelihood. Here I am reflecting my thoughts on Service and experience design workshop.

Engaging PWDs

I had one experience with the person with disability. I was learning with deaf person in my software class. That was very strange for me very first time.But as he had good communicating language which we can easily understand them by their expression and gestures. Even that teacher was very supportive and patient while teaching him. So that was overall nice experience. After Enable India Talk I started thinking in a such way where I was thinking about

“Inability I have is not the whole picture.Inability in the mind is much bigger than physical disability.”

After Talk By Julian I started thinking How we should behave? and why i didn’t thought it before. The reasons behind their problems is us.Like community, Family members and them self. They has been facing Embarrassing feeling, Sympathy, Dislike from people, Over Protecting like: You can’t go alone.Their Assumptions, Beliefs on negative point of view, isolation. Engaging people with disability made changes in my thoughts and new perspective towards People with disability.

Service and experience design

Experience, service design is about the design and implementation of interactions that make throughout the customer journey. A service which are planning or organizing any infrastructure, people, communication for any activity. That service improves there interaction between service provider(delivery person or seller) and customers. The purpose of service design methodologies is to design according to the needs of customers, so that the service is user-friendly, competitive and relevant to the customers.The Experience design is how customers perceive their interaction with a particular service.

In the process, we figure out multiple maps to understand the current system and to come up new opportunities or an different gaps. We made service map, Mind map, Capitalism, stakeholder, Journey map, system map etc.. to know more about existing system of other organisations and what can be our next step!

After mapping and considering all the stigma issues. Sustainability is really an important aspect. We came with a organisation which will work by engaging community. In our system we considered social and financial sustainability. It is difficult to predict that this system will work sustainable in community.

Learning from this Workshop

1. Different Perspective

We visited to the Enable India NGO to get introduce with the people with. We were given session on Disability Awareness Program by Julian and Neha. Ability and Disability these two words has their own positive and negative space or way to think about any person.Julian about aspirations of people with disabilities.

“Aspirations of person with disability matters.Judgement on people’s lives should be based on people’s abilities not inabilities.”

As we say PWD category, Its very impact able word to think about PWD people but In our daily life we does not thought about our disability. Disability is not just about People with disability. We also has some minus points as like .someone can’t sing a song in good voice, most of us can’t swim. Julian said… they don’t use the word disability. They use inability.They see inability as a natural phenomenon. He said his inability is his accent as he has Australian accent which most of the Indians don’t understand. The Conclusion is There are hidden in abilities in all of us. Understand our own inability and look at disability out differently as a mixture of inability and solution.

2. Capitalism and Co-operative models

Capitalism and Co-operative models these are the platforms which people used in business. In capitalism is based on labor, private ownership, production for exchange the profits and sharing. For E.g. Uber and Ola. It is a system of freedom.its the system of objective laws.

Co-operative platform runs by co operative members. A co-operative is a private business organization that is owned and controlled by the people who use its products, supplies or services. For E.g. Amul and Nandini. So here in both system as per model platform the internal stakeholders, external stakeholder and partners will change.

3. Mapping the System or Services

Mapping Is the major part in service and experience design. There are various types of mapping for different context. As like: system map, Stakeholder or user map, model map,mind map, affinity map, blueprint , touch points map etc… Maps help us to visualize all your thoughts and concepts. It helps to understand the boundaries of particular topic. By mapping whole system you can see unseen gaps or loopholes by using bird eye view or worm eye view. While making map we explore a lot to know exact boundary. In system map firstly we have to make Mind map.Start with documenting all the parts of the system.Next, start to draw connections between the parts, and through this, you will uncover dynamic relationships as well as identify areas of more relevance or importance for your intervention.

Thank you.