Lab+4


 * Lab #4 Questions: **

View Service Design in emergency waiting room at http://www.youtube.com/watch?v=3e2urSZUorc

List 7 points of frustration the patient had during the process of registering into the hospital.
 * Question #1: **

1. Location of the information board outside the hospital is confusing to visitor's. The visitor wastes time focusing on what is written on the board as it is bombarded with muddled information as opposed to registering with front desk to determine his friend's status. 2. The ticket dispenser should have a clear marker suggesting "Please take a ticket and have a seat until your number is called." It should also be taped on to the nurse window in case visitors unknowingly pass through the (marked) ticket dispenser. The visitor disrespectfully interrupts the nurse at front desk and the visitor she was tending, potentially mauling the visitor's customer experience. 3. Again regarding the ticket dispenser, the visitor wearing the black beret loses his spot in line because he was not aware to take a ticket. He notices the others holding tickets after having stood in line and is forced to lose his spot in order to get one. 4. The nurse interjects, taking away her focus on the visitor she was helping to tell the others in line to have a seat while they wait. 5. It was obvious later in the video that the cashier who was beside the nurse was available. The information board could have been helpful in the waiting area to inform visitors on who they should speak with regarding their circumstance, saving more of their time. 6. Customer representatives should never bark at or mistreat customers. After being in the waiting area for some time, the visitor should have been notified how long this process would take. Considering the nurse didn't, she should not have reacted in such an unprofessional way when the visitor asked her a question. 7. For the majority of the video, the visitor was unsure of what was going on. And when he asked questions, representatives around him did not help. Furthermore, it is unfortunate that it had taken him hours to determine the status of his friend. Therefore, his customer experience in the hospital was not a very good one.
 * Answer #1: **

1 star out of 5 stars.

According to the slideshow by Sylvain Cottong, who is an employee at http://www.integratedplace.com, what is the definition of 'service design', and why is it so important? (5 paragraphs)
 * Question #2: **

According to the slideshow by Sylvain Cottong, service design is a human-centered approach that focuses on customer experience and the quality of service encountered as the key value for success.
 * Answer #2: **

Every aspect of the service design is branded and is of high quality. In order to satisfy the user, designers must have an understanding of the service context and the users to ensure an overall pleasant experience. Services are provided and experienced through systems and relationships. Different services create and measure value in different ways, but most services try to provide the best value for both users and producers. All services are experienced over time. People also take different journeys to, through, and from a service. Services always involve people and rely on both the user and the producer working together.

Cottong uses an example of an airport user experience to demonstrate service design. By creating a journey map and identifying what the user does until he arrives at his destination is a good inclination of what service designs can do to help him assess the stressful situation into a satisfying one.

By understanding the user, their experience will be satisfying to the extent that they will most likely come back for more. Everyone is looking for services that will help better their lives. These services who are determined to help user experience are not only favoured, but it will help determine the leading competitors within the industry.

Service design is about making what users do more useful, usable and desirable for users, and more efficient, effective and valuable for users because everyone loves a great experience.