designthinkers service design method
Post on 17-Aug-2014
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DTdesignthinkers
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designthinkers
SERVICE =
“any activity or benefit that one party can give to another, that is essentially intangible and does not result in the ownership of anything” (Philip Kotler)
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SERVICE =
an intangible product we experience in time through multiple touch-points and channels
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SERVICE DESIGN =
designing and arranging the interaction between service provider and end-user with the use of creative processes and methods
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OUR GOAL
designing innovative systems so our clients can deliver the best possible services
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1 DISCOVERING
5 IMPLEMENTING
3 DESIGNING
2 CONCEPTING
4 BUILDING
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1 DISCOVERING / business
a research into:> organisations characteristics and goals> vision, mission, culture> existing services (blueprint/ systems)> KPI’s, emotional KPI’s
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a research into:> context (stakeholders)> benchmarking
1 DISCOVERING / business
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DELIVERABLE> context map> examples from the market
1 DISCOVERING / business
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1 DISCOVERING / experience
a research into:> customer journey> experiences from end-users and front office personal> social space (ethnographic fieldwork)
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DELIVERABLE> mapping customer journey and all touch-points> analyses and recommendations
1 DISCOVERING / experience
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2 CONCEPTING> developing ideas together with end-users and client (interviews, brainstorms, workshops)> prototyping> moodboard
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2 CONCEPTINGDELIVERABLE> tested service concept> visual concept
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3 DESIGNING> touchpoints (website, locations etc.)> service system
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3 DESIGNINGDELIVERABLE> service blueprint (a detailed service system)> look-and-feel
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4 BUILDING> building all touchpoints (platform, physical locations, media, training people)> organising
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4 BUILDING> developing marketing/ communication strategy
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4 BUILDINGDELIVERABLE> processes/organisation tested and ready for implementation > marketing/ communication strategy
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5 IMPLEMENTING> opening the shop> inviting everyone in
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5 IMPLEMENTINGDELIVERABLE> happy customers> highly competitive service organisation
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