overview
Exploring eCommerce through Service Design workshops was a project leveraging a service design workshop toolkit designed by Phume in 2015. At the time the Autodesk Forge business team recently monetized their platform and the objective of the mapping workshops was to explore what e-commerce experiences could be like for future scenarios.
about the project
The mission of the Service Design Workshops was to explore new e-commerce scenarios for Forge, an Autodesk platform, that had recently been monetized. The workshop leverage an existing toolkit guide created by myself back in 2015. The workshop toolkit was created for scenarios like this where a new team needed to explore a current or future experience. The toolkit provided steps to create a journey map, writing the pain points, user needs and questions, backstage actions and user emotions. To prepare for the workshop organized and designed by myself and Pelin Arslan we worked with keep stakeholders including the business PM and UX researchers to gather the information needed to help create a journey map pre-filled template. Participants in the workshop used the template as a guide to reimagine a new e-commerce experience for the customer scenarios selected by the business PM. The workshop was an engaging use of service design to prototype future issues and ideal touch points.
Title: Exploring eCommerce through SD Workshops
Company: Autodesk, Service Design Team, Forge
Role: Service Designer and Workshop Co-Facilitator
Date: December 2016 - January 2017
The journey mapping workshop guide
the current experience analyzed during the service design workshop
the workshop
Co-facilitated by myself and co-worker breaking up the participants into two teams
workshop outputs
workshop persona scenarios
Scenario 1 - workshop journey map
Scenario 2 - workshop journey map
the new ecommerce customer journeys
post-workshop digitized journey map scenario 1
post-workshop digitized journey map scenario 2