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 Innovation Method. This Method is used as a guide while working on complex Service Design projects.

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DesignThinkers Service Design Method

  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

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