The “future workshop” is a tool to generate and select innovative service design concepts. The process starts with analysis of data gathered from field research and benchmarking then, by the use of personas and design scenario creation, promotes concept generation and selection, through design workshops with users and internal stakeholders. The results lead to concept book creation and prototyping. In this presentation, the methodology will be explained by describing a case study: a service engineer tablet application for a white goods manufacturer.
Stefano Zanini is a Senior User Experience consultant at Assist a leading User Experience and Digital CRM company based in Milan, Italy. He studied Industrial Design at the Politecnico di Milano and at the Brunel University in the UK and has a master degree in cognitive ergonomics from the Politecnico di Milano. Since 2004 Stefano has worked as a User Experience Consultant and HCI expert for various consultancy companies in Milan and in London. He observes work dynamics as a professional Ethnographer and applies User Centred Design methods for mobile, web and service design for a variety of industries from automotive to financial services. His current interests are focused on applying these methods for generating service design concepts and new business ideas for companies.