Service/UX research & design
Projectmanager & Service/UX designer
Paradiso Amsterdam – Service Design
In the first semester of the school year 2017/2018 the university of Applied Sciences worked together with Paradiso Amsterdam for a school assessment. The goal was to redesign the experience of Paradiso. Paradiso is a venue in a former church in the heart of Amsterdam. They are hosting more than a thousand events at several locations throughout the city, hosting over 600,000 people annually.
This was a team assessment and it was my rol to focus on the Service design, User Research, User Experience off screen and to be the project manager. On this page I will show how I used service design for this project.
OwnID – a service where you can buy and sell tickets for concerts and events in a safe mannerusing the blockchain technology in a closed ecosystem.
We offer a regulated secondhand ticketmarket. A user sells a ticket, and instead of having to send to ticket to the buyer, the buyer gets a brand new ticket and the old, sold one gets destroyed. This way, you’re certain not to get scammed. Users get checked using the blockchain technology, so bots don’t get a chance.
Service Design tools
This was my first on working on a project which truly involved service design. In my opinion service design is a customer based view on the total experience, proces/journey, communication and infrastructure. It is being used to create and develop better experience for companies or customers. The target audience is always in this the most important stakeholder.
To redesign the experience of Paradiso I used the following tools to get more insight for a better experience:
– Trouble island
– Program requirements
– Expert Interviews
– Brand eye
– Framing: Context & Objective
– Empathy map
– Key path scenario
– Context scenario
– Segmentation, Targeting and Positioning (STP)
– Customer journey map
– Service Blueprint
The most important and relevant tools for project OwnID will be below with an explanation on how I used them to help us improve the experience and the service of our application.