Kodi Service Design ndi chiyani?


Kodi Service ndi chiyani?

Choyamba, tiyeni tiyambe ndi tanthauzo. 

Kutumikira ndi zochita, momwe mungatumikire makasitomala.

Imatanthauzidwa mozungulira mikhalidwe yayikulu ya 4 yomwe idafotokozedwa ndi Zeithaml et al. mu 1985. Mosiyana ndi chinthu, ntchito ndi: 

  • Zosaoneka: sizingakhudzidwe; 
  • Osalekanitsidwa: amapangidwa nthawi yomwe amagwiritsidwa ntchito; 
  • Zowonongeka: sizingasungidwe kapena kusamutsidwa; 
  • Zosiyanasiyana: zimasinthasintha pakapita nthawi komanso momwe zimagwirira ntchito.

Ntchito idzaperekedwa pakapita nthawi, kudzera mumtundu umodzi kapena zingapo (chinthu, malo ogulitsa, invoice) ndi/kapena zosafunikira (mawonekedwe, tsamba lawebusayiti, malo omvera, malo ochezera, ndi zina zotero) komanso munjira kachitidwe kogwirizana ndi nkhani (kunyumba, kuntchito, poyenda, ndi zina zotero).

Ponena za ntchito, titha kunena: 

  • ntchito zamakampani
  • ntchito zamabanki
  • B2B ntchito 
  • ntchito zaboma 

#Service Design ndi chiyani?

Mwachidule, ntchito kapangidwe ndi malangizo opangira ntchito ndi/kapena kukhathamiritsa ntchito zomwe zilipo. Ndi cholinga kuti utumiki ukhale zofunika et zogwira ntchito kwa wogwiritsa ntchito. 

"Service design choreographers njira, matekinoloje ndi machitidwe mkati mwa machitidwe ovuta ndicholinga choti phatikizani mtengo kwa omwe akukhudzidwa nawo."

Birgit Mager,

Purezidenti wa "Service Design Network".

Mapangidwe a ntchito amaphatikiza zomwe ogwiritsa ntchito (kutsogolo) komanso miyeso yonse yomwe imalola kutumiza ntchitoyo (pakati ndi kumbuyo): bungwe, njira, ukadaulo, ndi zina zambiri. Service Design imakonda kwambiri zinthu zomwe wogwiritsa ntchito amalumikizana nazo: terminal, foni yam'manja, malo ogulitsa, ndi zina. 

#Kodi kapangidwe ka ntchito zidabadwa bwanji?

Chilango ichi chinabadwa kuchokera ku kusintha kwa paradigm. Tachoka ku chuma cha mafakitale kupita ku chuma cha utumiki. Ndani lero anganene kuti sadya utumiki? Kuyambira kubanki kupita kubwereketsa njinga, chilichonse ndi "ntchito".

Muyenera kudziwa kuti takhala tikulankhula za kapangidwe ka ntchito kuyambira 80s. Nkhani yoyamba yofalitsidwa idachokera ku 1982 ndi G. Lynn Shostack, yemwe adamupatsa chilango. Mu 1991, zaka 10 pambuyo pake, Dr. Michael Erlhof ndi Pulofesa Birgit Mager a Kӧln International School of Design (KISD) anayambitsa kamangidwe ka ntchito kwa anthu okonza mapulani ndipo anayamba kuyang'ana kwambiri maphunziro a kamangidwe ka ntchito.

Masiku ano, masukulu ambiri padziko lonse lapansi akuyambitsa maphunziro a kamangidwe ka ntchito ndikupereka maupangiri aumisiri wantchito kapena machitidwe ofufuza. Mabungwe otchuka akuphatikizapo Royal College of Art, Politecnico di Milano, Carnegie Mellon University, Linköpings Universitet, Aalto University, Tokyo Higher Institute of Industrial Technology, Lucerne, Lucerne University of Applied Sciences and Arts, Kӧln International School of Design, etc.

#Kodi pali kusiyana kotani pakati pa kapangidwe ka ntchito, UX ndi Design Thinking?

Kuganiza kwa Design ndiye maziko a njira zamapangidwe onse. Ndilo maziko, maziko omwe maphunziro ena amachokera kuti atenge njira ndi zida zawo. UX imayang'ana kwambiri zomwe ogwiritsa ntchito amakumana nazo, zomwe zitha kutchedwa kutsogolo. Kapangidwe kautumiki kumaphatikizapo mbali ina. Zimabwera kudzafufuza zinthu zonse (anthu, ndondomeko, bungwe ndi zina zotero) zomwe ziyenera kugwirizanitsidwa kuti zilole kuti chidziwitso cha wogwiritsa ntchito chiperekedwe bwino, zomwe tingatchule "pakati" ndi "kumbuyo".

#Mupanga bwanji ntchito? 

Kupanga kwautumiki kwasintha magawo akulu a Kuganiza Zopanga ndikuwasintha kuti agwirizane ndi kapangidwe ka ntchito. Ku UX-Republic, timachita zinthu zitatu: 

  • gawo la matenda omwe alipo
  • siteji ya mapangidwe a MVS (Minimum Viable Service).
  • gawo loyesera la MVS 

Kuzindikira zomwe zilipo 

Cholinga cha gawo loyambali ndikuyesa kusiyana pakati pa zomwe zidaperekedwa ndikukhalapo.

Tikufuna kutero : 

  • lembani mndandanda wazidziwitso za ntchitoyi: zomwe makasitomala amakumana nazo, momwe amagwirira ntchito komanso njira zake zamabizinesi 
  • zindikirani zokhumudwitsa zamkati ndi zolimbikitsa zamagulu kuti achite nawo ntchito yabwino yoperekera ntchitoyi mogwirizana ndi zolinga zawo zapachaka.

Pazifukwa izi, timagwiritsa ntchito zida zambiri: mapu ochita sewero, mapu aulendo wamakasitomala, mapulani a ntchito, mapu achifundo, zolemba zankhani ndi zina. 

Chithunzi cha MVS

Cholinga cha gawoli ndikuzindikira zoyeserera zomwe zachitika, kutanthauzira masomphenya omwe mukufuna ndikufanizira ntchito yomwe mukufuna.

Tikufuna kutero :

  • bweretsani malingaliro amtengo wapatali a ntchito yomwe mukufuna ndikuyikana 
  • zindikirani ndikuwonetsa zomwe mukufuna 
  • fotokozani ma levers amkati kuti ayambitsidwe panthawi ya kusintha kosintha 
  • funsani kuthekera kwabizinesi kwautumiki wokhudzana ndi zopindulitsa za ogwiritsa ntchito, mogwirizana ndi magulu abizinesi 

Pachifukwa ichi, timagwiritsa ntchito malingaliro ndi njira zofulumira za prototyping. Chiwerengero ndi mtundu wa prototype ndizofunikira kwambiri popeza ntchitoyo ndi yovuta. Tikhozadi kuwonetsa bungwe, chinthu chothandizira, njira, ndi zina. 

Kuyesera kwa MVS

Cholinga cha gawoli ndikuyesa kuyambitsa kapena kukonza bwino ntchito.

Tikufuna kutero :

  • limbanani ndi yankho lomwe laperekedwa ndi oyimira zitsanzo za ogwiritsa ntchito musanatumizidwe kwakukulu 
  • dziwani madera oyenera kusintha ntchito 
  • kudziwa kukhudzidwa kwa ogwira ntchito ndi ogwiritsa ntchito oyendetsa ndege  

Potero tikuchulukitsa mayeso a ogwiritsa ntchito ndikusintha ntchitoyo pamene tikuyenda motsatira zotsatira. 

#Kodi mungalimbikitse bwanji Opanga UX-Republic Service Designers? 

Nawa njira zaposachedwa pakupanga ntchito kwa makasitomala athu: 

  • Mapangidwe a Innovation Lab ya Chamber of Commerce and Industry 
  • Kuwunika kwamakasitomala operekedwa ku gawo lamakasitomala omwe apeza chinthu chatsopano 
  • Makanema amisonkhano yamapangidwe amtawuni yomwe ikufuna kupereka ntchito zatsopano kwa ochita zachuma 

#Mapeto

Kukonzekera kwautumiki sikungotengera chikhalidwe: ndi chilango chomwe chikukula chomwe chikuphatikizidwa m'mabungwe. Izi zimalola makampani kuti alowe mu nthawi yachidziwitso popanga maguluwa kukhala ofulumira komanso zogulitsa zake zimagwirizana ndi zosowa za ogula. Mphamvu yake ndikuphatikizira magawo onse a ntchito (kutsogolo, pakati ndi kumbuyo) kuti apange mawonekedwe osagwirizana ndi ogwiritsa ntchito onse.

Kupitilira apo, tikupangira kuti muwerenge buku la "This is service design doing" lolembedwa ndi olemba oposa 96. 

 

Gulu la Akatswiri a UX-Republic

 

 

Maphunziro athu otsatirawa