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DesignThinkers Service Design Method
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DesignThinkers Service Design Method

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DesignThinkers assists Public and Private organizations and companies in delivering the best possible service. We help them to be more innovative and competitive. To do so we created a 5 Steps Service …

DesignThinkers assists Public and Private organizations and companies in delivering the best possible service. We help them to be more innovative and competitive. To do so we created a 5 Steps Service Innovation Method. This Method is used as a guide while working on complex Service Design projects.

Published in Design , Business
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  • Awesome post. Use www.marqueed.com to discuss designs for free with others.
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  • good advice
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  • Wonderful info, thank you!
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  • Thank you Marcel. That's much appreciated :-)
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  • Very nice Arne! Hadn’t seen that one before. Marcel
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  • 1. DT designthinkers
  • 2. DT 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) designthinkers
  • 3. DT SERVICE = an intangible product we experience in time through multiple touch-points and channels designthinkers
  • 4. DT SERVICE DESIGN = designing and arranging the interaction between service provider and end-user with the use of creative processes and methods designthinkers
  • 5. DT OUR GOAL designing innovative systems so our clients can deliver the best possible services designthinkers
  • 6. DT 1 DISCOVERING 2 CONCEPTING 3 DESIGNING 4 BUILDING 5 IMPLEMENTING designthinkers
  • 7. DT 1 DISCOVERING / business a research into: > organisations characteristics and goals > vision, mission, culture > existing services (blueprint/ systems) > KPI’s, emotional KPI’s designthinkers
  • 8. DT 1 DISCOVERING / business a research into: > context (stakeholders) > benchmarking designthinkers
  • 9. DT 1 DISCOVERING / business DELIVERABLE > context map > examples from the market designthinkers
  • 10. DT 1 DISCOVERING / experience a research into: > customer journey > experiences from end-users and front office personal > social space (ethnographic fieldwork) designthinkers
  • 11. DT 1 DISCOVERING / experience DELIVERABLE > mapping customer journey and all touch-points > analyses and recommendations designthinkers
  • 12. DT 2 CONCEPTING > developing ideas together with end-users and client (interviews, brainstorms, workshops) > prototyping > moodboard designthinkers
  • 13. DT 2 CONCEPTING DELIVERABLE > tested service concept > visual concept designthinkers
  • 14. DT 3 DESIGNING > touchpoints (website, locations etc.) > service system
  • 15. DT 3 DESIGNING DELIVERABLE > service blueprint (a detailed service system) > look-and-feel
  • 16. DT 4 BUILDING > building all touchpoints (platform, physical locations, media, training people) > organising designthinkers
  • 17. DT 4 BUILDING > developing marketing/ communication strategy designthinkers
  • 18. DT 4 BUILDING DELIVERABLE > processes/organisation tested and ready for implementation > marketing/ communication strategy designthinkers
  • 19. DT 5 IMPLEMENTING > opening the shop > inviting everyone in designthinkers
  • 20. DT 5 IMPLEMENTING DELIVERABLE > happy customers > highly competitive service organisation designthinkers
  • 21. DT < G IN IM ER PL OV EM C IS D EN TI NG < < G EPTIN BUIL C DIN N < CO G < DES IGNING designthinkers
  • 22. DT designthinkers