Reflection on service and experience design workshop
In this workshop, I got introduced to service and experience design. I got the opportunity to learn and unlearn. I have learned to see different perspectives in service and experience design; I have unlearned my preconceived idea of service design throughout this journey of 10 days. In this workshop we were expected to design service for People with disabilities, we were given different doors for designing the service for people with disabilities, we as a team choose to work on learning. In learning we focused on training teachers and re-designing curriculum in inclusive schools. Our motto to choose inclusive schools learning because early intervention is better than late realization and every person in the world should learn to live with each other irrespective of their differences, diversities, and disabilities, all these changes begin with learning in school. Based on our visit to enable India and secondary research we have proposed service design for creating an ecosystem for teachers in inclusive schools, an ecosystem to facilitate an encouraging and inclusive environment for both teachers and students.
Learnings
Service design thinking and experience design thinking
I have learned Service design thinking and experience design thinking which is designing service with purpose, understanding system by considering social factors, economic and social setting of users. In my understanding system is people involved in the system, infrastructure, services and experiences of various stakeholders. Service design is all about experiences of stakeholders while accessing the service and delivering the service. We also learned stepping in to the shoes of users and other stakeholders to understand their experiences and problems, in our workshop we did role-play to understand problems faced by people with disabilities. Service design and experience design are interdependent and interrelated. In my practices for designing service for PWD’s I learned that Service design is not just about delivering final product or service, it is creating parallels for creating a livelihood for them, making them enable and realize their potential (meta-design). Designing the service design by analyzing the existing system, identifying gaps and area of interventions in the existing one .learning by questioning before and after design, what value are we adding to the system, is it benefiting the stakeholders or affecting them in present scenario and in the long run (speculative and critical design). I have learned design thinking by using design tools, learning by doing, to understand services I used journey map, service map, system map and use case scenarios.to understand experiences I used stakeholder map, experiences map, storyboards and motivation maps. Visual representation helped us to check loopholes in our design and also proving our findings with evidence.
Sustainability of the design
I have learned the importance of sustainability in this workshop. Sustainability is an important factor for evaluating and analyzing the designs. Design products and services should be financially and economically sustainable. I learned that while designing I should consider about financial and business model in service design while studying the flow of money in our door. Design should also be socially sustainable and equitable. Design solution and service should not be overburdening to the stakeholders. A designer should consider every stakeholder and equity, only then design sustains in the long run.
Perspective switch for finding alternative way
Service design is not about perfection, it is about improvisation of an existing system, checking possibilities from different perspectives. I have learned to consider each and every stakeholder in various perspectives, the role of the stakeholders in the system. Each stakeholder needs certain motivation to perform their roles well.as a service designer; we have to focus even on motivation factors for stakeholders because each person will have a different perspective. From the activity held in class, learned to see the same problem and seek a solution by changing perspectives like considering broader perspective like bird view, detailed perspectives like worm view and another perspective like dog view. Seeing same problems by changing lens gives interesting ways of solving problems. In our proposed service design we try to look at problems of teacher training and teaching, later we tried to look at the same problem by considering students, parents and other staff involvement.
