(Jonas Piet:) One of the pieces of work we're working on is called Kudoz. It's a learning platform for people with developmental disabilities. And basically what we do is we link people in a community with an interest to people with a developmental disability with a similar interest. And then we have an Airbnb-type of platform with all those learning experiences, where – "Kudoer" we call it –
a person with a developmental disability books a learning experience from a volunteer host. And then, like with Airbnb, those experiences take place in the community. Obviously, a really big part is that platform. And we've got a mobile app as well. And our UX designers will work on those products. But then some of the things that I as a service designer work on
are starting way before people even enter the platform. It's "How do they know – how do they find out about this platform?"; "How do they know about Kudoz?". The first interaction wouldn't be that they sign up online. But the first interaction would probably be that they come across us at an event – a community event. And then, you know, maybe they get a flyer or another piece of information, or maybe they see a video, or maybe they see one of our team members explaining it – what Kudoz is and why it might be interesting for them.
Or maybe they're part of one of the community experiences that we do to get people interested to become a volunteer host on the platform. There are many interactions that aren't happening on the platform but that are a really important part of the flow through the service. And, as a service designer, I have to keep an eye on all these different interactions and all the different user groups. Whereas the UX designers, they mainly work with the people going on experiences and the volunteers who offer experiences.
So, only two of the user groups – not so much the staff. And they focus on the digital platform. So, as an example, if someone signs up on the platform to host an experience, then fairly quickly they meet up with one of what we call "Experience Curators". So, they meet that person. So, the role that that person has is designed by the service designer – what they do and what they don't do;
how they introduce Kudoz – the script, that's designed by the service designer. Some of the pieces of paper and the worksheets that they have with them and the storybooks to tell a compelling story about Kudoz, those are in this case designed by service designers. They will then have to do at some point a criminal records check. There is going to be some sort of a safety check. People have to brainstorm together to come up with a great idea for their learning experience.
And, yes, that goes back into the digital platform. But a lot of the interactions are actually not on the platform. They happen in real life. And, yeah, the service designer is really making sure that all these different interactions line up and that it's hopefully a seamless experience – but at least a positive experience that, yeah, gets people closer to the outcomes that we're after.