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This is Service Design
in 25 useful tools

Tijs Wilbrink
Methods from `this is
service design thinking`
All service design methods in one overview
The profession of service design
has lately been enriched with several
methods and tools.

This is an overview of available
methods and tools to design better
customer experiences.

This document is best used with a
problem of opportunity in mind, and
select your best next step from the
variety of available methods.
Why do we, or should we use service design?
Chapter 1 of 3

Using service design tools for exploration

Distinctive
customer experience

Valuable
services

New market
opportunities
Tools for Exploration

#1 Stakeholder mapping to plan for influence and change

Visual
representation of
stakeholders to
analyse and plan
upon.
Tools for Exploration

#2 Go on a service safari out into the wild and experience
Tools for Exploration

#3 Use contextual interviews to observe behaviour
Tools for Exploration

#4 Use mobile ethnography to observe from the outside
Tools for Exploration

#5 Or use shadowing to observe while mingling in.
Tools for Exploration

#6 Use customer journeys to structure your processes
Tools for Exploration

#7 Or the 5 why’s to get down to the core of the problem

Training

Car won’t start
Tools for Exploration

#8 Cultural probes to gather more information
Tools for Exploration

#9 Use ‘a day in the life of’ for a complete customer view
Tools for Exploration

#10 Map customer expectations
Tools for Exploration

#11 Use personas for stress tests on customer segments
Chapter 2 of 3

Using service design tools to create and reflect
Tools to Create and Reflect

#12 Use idea generation to create ideas
Tools to Create and Reflect

#13 Ask “what if”-questions to provoke thinking
Tools to Create and Reflect

#14 Design scenarios as alternative futures
Tools to Create and Reflect

#15 Leverage storyboards for visualisation
Tools to Create and Reflect

#16 Play with desktop walkthroughs to make it visible
Tools to Create and Reflect

#17 Prototype your services and simulate
Tools to Create and Reflect

#18 Create a safe environment with service staging
Tools to Create and Reflect

#19 Develop fast and responsive with agile methods
Tools to Create and Reflect

#20 Use co-creation to involve other stakeholders
Chapter 3 of 3

Using service design tools for implementation
Tools for Implementation

#21 Use storytelling for better comprehension
Tools for Implementation

#22 Interact with your staff through service roleplay
Tools for Implementation

#23 Link journeys to process with service blueprints
Tools for Implementation

#24 Gain insight with customer lifecycle maps
Tools for Implementation

#25 Create your new business model using the canvas
End

Get out there and get it going

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This is Service Design in 25 useful tools

Notes de l'éditeur

  1. http://www.slideshare.net/anandsubramaniam/stakeholder-mapping-1772895
  2. http://menadesignresearch.com/wp-content/uploads/probe-kit-1024x723.jpg
  3. http://www.labnol.org/internet/blogging/day-in-life-of-part-time-blogger-with-job/4720/
  4. http://freethinkr.wordpress.com/2007/06/07/customer-experience-mapping-part-2/
  5. http://www.hceye.org/downloads/Persona-Lene.jpg
  6. http://4photos.net/photosv2/artist_1273660347.jpg
  7. http://artpetty.com/2010/05/21/apply-distance-and-anonymity-to-improve-idea-generation/
  8. http://wakeuptiger.blogspot.com/2011/08/questions-worth-asking.html
  9. http://www.smallfire.co.nz/wp-content/uploads/2009/05/101_personas_scenarios.jpg
  10. http://marliesh.blogspot.com/2009/11/voorbeelden-van-storyboards.html
  11. http://www.fusionhq.com/
  12. https://www.twowayradiosfor.com/store/secure/uploads/Construction_Architect_portrait_w%285%29.jpg
  13. http://codevanced.net/page/Talks-Distributed-Agile-Development.aspx
  14. http://www.johnwinsor.com/my_weblog/2006/05/holistic_cocrea.html
  15. http://www.simplyzesty.com/social-media/social-media-has-evolved-into-the-art-of-storytelling-and-we-must-all-become-masters-of-it/ http://www.emeraldinsight.com/journals.htm?articleid=874420&show=html
  16. http://cnx.org/content/m26783/latest/
  17. http://www.leadonconsultants.com/wp-content/uploads/2011/10/Customer-Lifecycle-with-HP-PP-CP.jpg
  18. http://businessmodelsinc.files.wordpress.com/2009/10/nespresso_businnes_model.png