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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

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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
2 CONCEPTING
3 DESIGNING
4 BUILDING
5 IMPLEMENTING
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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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1 DISCOVERING / business
a research into:
> context (stakeholders)
> benchmarking
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1 DISCOVERING / business
DELIVERABLE
> context map
> examples from the market
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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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1 DISCOVERING / experience
DELIVERABLE
> mapping customer journey and all
touch-points
> analyses and recommendations
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2 CONCEPTING
> developing ideas together with end-users and
client (interviews, brainstorms, workshops)
> prototyping
> moodboard
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2 CONCEPTING
DELIVERABLE
> tested service concept
> visual concept
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3 DESIGNING
> touchpoints (website, locations etc.)
> service system

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3 DESIGNING
DELIVERABLE
> 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 BUILDING
DELIVERABLE
> 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 IMPLEMENTING
DELIVERABLE
> happy customers
> highly competitive service organisation
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