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DT
designthinkers
DT
     SERVICE =
     “any activity or benefit that one party
     can give to another, that is essentially
     intangib...
DT
     SERVICE =
     an intangible product we experience
     in time through multiple touch-points
     and channels


...
DT
     SERVICE DESIGN =
     designing and arranging the
     interaction between service provider
     and end-user with...
DT
     OUR GOAL
     designing innovative systems so our
     clients can deliver the best possible
     services




   ...
DT
     1 DISCOVERING

     2 CONCEPTING

     3 DESIGNING

     4 BUILDING

     5 IMPLEMENTING


                      d...
DT
     1 DISCOVERING / business
     a research into:
     > organisations characteristics and goals
     > vision, missi...
DT
     1 DISCOVERING / business
     a research into:
     > context (stakeholders)
     > benchmarking




             ...
DT
     1 DISCOVERING / business
     DELIVERABLE
     > context map
     > examples from the market




                 ...
DT
     1 DISCOVERING / experience
     a research into:
     > customer journey
     > experiences from end-users and fro...
DT
     1 DISCOVERING / experience
     DELIVERABLE
     > mapping customer journey and all
       touch-points
     > ana...
DT
     2 CONCEPTING
     > developing ideas together with end-users and
       client (interviews, brainstorms, workshops...
DT
     2 CONCEPTING
     DELIVERABLE
     > tested service concept
     > visual concept




                            ...
DT
     3 DESIGNING
     > touchpoints (website, locations etc.)
     > service system
DT
     3 DESIGNING
     DELIVERABLE
     > service blueprint (a detailed service system)
     > look-and-feel
DT
     4 BUILDING
     > building all touchpoints (platform, physical
       locations, media, training people)
     > or...
DT
     4 BUILDING
     > developing marketing/ communication
       strategy




                                        ...
DT
     4 BUILDING
     DELIVERABLE
     > processes/organisation tested and ready for
       implementation
     > market...
DT
     5 IMPLEMENTING
     > opening the shop
     > inviting everyone in




                              designthinkers
DT
     5 IMPLEMENTING
     DELIVERABLE
     > happy customers
     > highly competitive service organisation




        ...
DT
                                           <
                                     G
                                IN ...
DT
designthinkers
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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 Innovation Method. This Method is used as a guide while working on complex Service Design projects.

Published in: Design, Business
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Transcript of "DesignThinkers Service Design Method"

  1. 1. DT designthinkers
  2. 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. 3. DT SERVICE = an intangible product we experience in time through multiple touch-points and channels designthinkers
  4. 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. 5. DT OUR GOAL designing innovative systems so our clients can deliver the best possible services designthinkers
  6. 6. DT 1 DISCOVERING 2 CONCEPTING 3 DESIGNING 4 BUILDING 5 IMPLEMENTING designthinkers
  7. 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. 8. DT 1 DISCOVERING / business a research into: > context (stakeholders) > benchmarking designthinkers
  9. 9. DT 1 DISCOVERING / business DELIVERABLE > context map > examples from the market designthinkers
  10. 10. DT 1 DISCOVERING / experience a research into: > customer journey > experiences from end-users and front office personal > social space (ethnographic fieldwork) designthinkers
  11. 11. DT 1 DISCOVERING / experience DELIVERABLE > mapping customer journey and all touch-points > analyses and recommendations designthinkers
  12. 12. DT 2 CONCEPTING > developing ideas together with end-users and client (interviews, brainstorms, workshops) > prototyping > moodboard designthinkers
  13. 13. DT 2 CONCEPTING DELIVERABLE > tested service concept > visual concept designthinkers
  14. 14. DT 3 DESIGNING > touchpoints (website, locations etc.) > service system
  15. 15. DT 3 DESIGNING DELIVERABLE > service blueprint (a detailed service system) > look-and-feel
  16. 16. DT 4 BUILDING > building all touchpoints (platform, physical locations, media, training people) > organising designthinkers
  17. 17. DT 4 BUILDING > developing marketing/ communication strategy designthinkers
  18. 18. DT 4 BUILDING DELIVERABLE > processes/organisation tested and ready for implementation > marketing/ communication strategy designthinkers
  19. 19. DT 5 IMPLEMENTING > opening the shop > inviting everyone in designthinkers
  20. 20. DT 5 IMPLEMENTING DELIVERABLE > happy customers > highly competitive service organisation designthinkers
  21. 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. 22. DT designthinkers
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