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.

Design Business

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

DT
SERVICE =
an intangible product we experience
in time through multiple touch-points
and channels

designthinkers

DT
SERVICE DESIGN =
designing and arranging the
interaction between service provider
and end-user with the use of creative
processes and methods

designthinkers

DT
OUR GOAL
designing innovative systems so our
clients can deliver the best possible
services

designthinkers

DT
1 DISCOVERING

2 CONCEPTING

3 DESIGNING

4 BUILDING

5 IMPLEMENTING

designthinkers

DT
1 DISCOVERING / business
a research into:
> organisations characteristics and goals
> vision, mission, culture
> existing services (blueprint/ systems)
> KPI’s, emotional KPI’s

designthinkers

DT
1 DISCOVERING / business
a research into:
> context (stakeholders)
> benchmarking

designthinkers

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

designthinkers

DT
1 DISCOVERING / experience
a research into:
> customer journey
> experiences from end-users and front office
personal
> social space (ethnographic fieldwork)

designthinkers

DT
1 DISCOVERING / experience
DELIVERABLE
> mapping customer journey and all
touch-points
> analyses and recommendations

designthinkers

DT
2 CONCEPTING
> developing ideas together with end-users and
client (interviews, brainstorms, workshops)
> prototyping
> moodboard

designthinkers

DT
2 CONCEPTING
DELIVERABLE
> tested service concept
> visual concept

designthinkers

DT
3 DESIGNING
> touchpoints (website, locations etc.)
> service system

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3 DESIGNING
DELIVERABLE
> service blueprint (a detailed service system)
> look-and-feel

DT
4 BUILDING
> building all touchpoints (platform, physical
locations, media, training people)
> organising

designthinkers

DT
4 BUILDING
> developing marketing/ communication
strategy

designthinkers

DT
4 BUILDING
DELIVERABLE
> processes/organisation tested and ready for
implementation
> marketing/ communication strategy

designthinkers

DT
5 IMPLEMENTING
> opening the shop
> inviting everyone in

designthinkers

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

designthinkers

DT
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designthinkers

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Want to help your team and stakeholders develop a mindset for designing and delivering multi-touchpoint service experiences before getting caught up in constraints and requirements? Could you use a fun,  experience-driven method to level the playing field and get multidisciplinary teams working together  to generate ideas? During the first part of this service experience workshop, we’ll use an acting method called ‘service storming’  to rapidly generate ideas for a service concept across multiple touchpoints. This simple, but powerful tool will  help teams cover a wide range of experiences in a short time period. After acting out some service experiences, we’ll focus on making them operational. For this, we will turn to the  service blueprint, a service design tool that helps you capture experience across time and touchpoints in a way  that many teams and stakeholders can understand and design from. Together, these tools will help you and your teams develop a service mindset, work better across disciplines,  and move from ideation to execution of multi-touchpoint service experiences. What you’ll get in this workshop: A great team building exercise that gets people thinking outside of the box, screen,  or whatever constrains them An introduction to service storming, a great ideation method that using acting as a way  to generate and communication service concepts An introduction to service blueprints, an operational tool used to visualize the touchpoints  and backend systems needed to realize service experiences

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I’ve worked for a lot of idiot managers in my career. And then, one day, after I had become a design manager myself, it finally dawned on me: Now I’m the idiot! I had a lot of ideas about what a good manager is, how one acts, and the exact positioning of where the spotlight should land on the hero, which was absolutely supposed to be me. Thanks, ego. Heroically speaking, I failed on many, many levels. I didn’t understand how to understand a team, and help turn their perceptions and expectations into something shared and agreed upon. I didn’t understand how to foster critique; I only knew that I was in charge of design and that I had the final say. Most of my career has been an exercise in “trial by fire” and this process worked well when I was a designer and was trying to master the art of the task flow, site map, wireframe, prototype, personas, and so on. In leadership positions, the option to go back to the drawing board or to iterate hasn't always been readily available--nor as painless to my pride and potentially my pocketbook. The passing of time, the second and third chances that I’ve been given, and the sound advice that I didn’t want to listen to in the past have opened me up to a much different perspective. Oh, I’ve still got plenty to learn, and I’m excited to share some of what I’ve learned about charters, critique, and culture of design organizations.

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We presented this 1.30h talk at the Bulgaria Web Summit 2014 to show and review some of the progress we've done in months of application of this process. ____ Visual Design Thinking (#VDT) is a prototyping, cooperative methodology and a set of tools. It is a work-in-progress project, a process you should try in order to create more empathy and more co-creation with your clients, but also with your team. Customer cooperation over contract negotiation as the Agile Manifesto says. VDT is an experience - centered method with a focus on visual languages and techniques, our interdisciplinary approach to visual web design.

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A slidedeck Marc Stickdorn and Jakob Schneider use for presentations on Service Design Thinking in 2013. It uses some examples from the field of tourism to explain the basic concepts, process, methods and tools of service design. Have a look at our websites to learn more on what we're doing or get in touch with us: The book "This is Service Design Thinking": www.tisdt.com The software "smaply": www.smaply.com The mobile ethnography software "myServiceFellow": www.myservicefellow.com Presentation by Marc Stickdorn & Jakob Schneider. Graphic design by Jakob Schneider. Like his style? Check his agency: http://kd1.com

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응급의료 심폐소생술(CPR : Cardiopulmonary Resuscitation) 인식 확산을 위한 서비스디자인 “심정지 관련 질환은 사망원인 2, 3 순위를 차지하며 (2008), 교통사고 사망자보다 심정지 사망자 수가 높다.” “응급실에 심정지 환자가 들어올 때 대부분 거의 죽어서 온다. 심정지가 발생한 후 4-5분 이상이 경과하면 뇌손상이 발생하기 시작한다. 제세동술이 1분 지연될 때마다 생존율 7-10% 감소한다.” “이는 심정지 환자가 발생한 현장에서 병원으로 이송 될 때까지의 과정에서 응급구조사가 현장에 도착하기 전 1차 목격자에 의해 행해져야 하는 심폐소생술의 부재로 인한 결과이다.” 심정지환자 생존율 국내 2.4%, 북미 7.6% * 출처: 질병관리본부 심정지조사, 관련 연구 논문 우리나라가 해외보다 심정지환자 소생율이 떨어지는 이유는 응급의료체계의 문제라기보다는 일반인의 응급의료, CPR에 대한 인식에 따른 것이다. 실질적으로 교육이 이루어지는 방식에 있어 차이가 너무나 뚜렷하기 때문이다. 어떻게 하면 (일반인에게 쉽고 재미있게 CPR 의 가치를 각인시키고 교육수료를 유도하여 궁극적으로) 심폐소생시행률을 높일 수 있을까? 일반인 대상 인터뷰 결과 심폐소생술의 책임, 상황판단에 대한 두려움, 자신감 부족, 법적 존재 유무에 대한 무지, CPR 교육 시스템의 어려움 등으로 실제 심폐소생술을 시행하기 꺼려하는 인식을 알게되어 이런 CPR에 관한 전반적인것을 개선하고자 하였다. 사이픽스는 응급의학과 전문의, CPR 전문가, 협력기관 및 이해관계자 등의 관련분야 전문가의 자문으로 CPR 교육의 단점을 보완한 쉽고 재미있는 교육용 툴킷을 만들었다. 휴대용 손가방이 되는 돗자리를 펼치면 ‘체크해요 의식을 -> 전화 줘요 119 -> 가져와요 AED -> 리듬 맞춰 CPR -> 붙여줘요 패드를 ->외쳐요 물러나라고 -> 눌러요 충격버튼 -> 반복해요 쉬지 말고’ 등 총 8단계로 비트박스를 연상케 하여 재미있고 쉽게 응급상황에 긴장하지않고 심폐소생술을 시행할 수 있도록 디자인되었다. ‘B. HERO’ 캐릭터는 심폐소생술에 관련한 캐릭터를 개발하여 지속적으로 사용하도록 하여 “다른 사람을 도울 수 있는 영웅이 되라”는 메시지를 전달하도록 하였고, CPR 교육 수료자는 항상 가방을 휴대하여 언제 어디서나 가방을 펼쳐 응급상황에 대처할 수 있음을 홍보하기도 한다. 또한 실습용품에 심장압박 실습을 위해 마네킹을 사용하는데 부피가 커 외부교육 때 조달의 어려움을 발견하고, 대체용품으로 5cm 깊이로 반복적으로 눌러야하는 실습교육을 위해 제작이 쉽고 저렴한 스폰지 형태의 일명 ‘삑삑이’를 스폰지 내부에 장착하여 5cm 깊이로 눌렀을 때 즉각적으로 소리가 나는 형태로 개발하였다. 이러한 심폐소생술 교육 툴킷이 정부차원에서 지원되어 심폐소생술 교육에 쓰이고, 교육 후 수료자에게 제공되어 수료자들이 일상생활에서 사용하게 함으로써 배운 내용을 지속적으로 기억하게 하며 주위사람들에게 간접적으로 홍보하고, 때로는 자발적으로 손쉽게 교육을 전달할 수 있도록 하여 궁극적으로는 심폐소생술 시행율을 높이는데 기여할 것이다. 프로토타이핑 동영상 보기 : http://www.youtube.com/watch?v=zhhQfXbZxCU&feature=youtu.be 관련 소개글 : http://cafe.naver.com/usable/2937

2013 응급의료cpr 키트 서비스디자인 사이픽스 한국디자인진흥원_최종보고서

한국디자인진흥원 공공서비스디자인PD

국민디자인단 서비스디자인 운영툴킷 통합본 이 자료집은 정부3.0 국민디자인단에 참여하는 탐험대에게 제공되는 서비스디자인 도구모음입니다. 공공정책, 공공서비스를 기획하는 단계에서 서비스디자인방법론을 어떻게 적용해야 할 지 지침이 필요한 경우 활용할 수 있습니다. 본 자료집은 정책탐험이 목적한 바를 크게 벗어나지 않도록 하는 방법을 개략적으로 안내하고 있으므로 보다 자세한 사항은 서비스디자인 전문가와 상의하여 진행할 것을 권장합니다. 본 자료집은 서비스디자인의 프로세스에 따라 이해하기 > 발견하기 > 정의하기 > 발전하기 > 전달하기 의 다섯 단계의 프로세스로 구성되어 있습니다. 각 단계마다 국민디자인단에서 활용에 적합한 주요 방법론들이 구체적인 실행방법과 함께 소개되어 있습니다. 부록에는 각 방법론마다 즉시 활용할 수 있는 서식을 담았습니다. 자료집에 담긴 내용 1. 5개 프로세스 별 개요, 구성, 권장 진행과정, 수행을 위한 자세 2. 각 방법론에 대한 개념 설명, 실행방법, 실행순서 3. 각 방법론마다 활용할 수 있는 서식(부록) -------------- * 국민디자인단이란? : 의제설정, 정책결정, 집행, 환류 등 정책과정 전반에 정책 공급자인 공무원과 수요자인 국민, 서비스디자이너 등이 함께 참여하여 서비스디자인 방법을 통해 정책을 수요자 중심으로 재해석하고 개발하는 활동을 하는 팀을 말합니다. -------------- 내려받기(ppt) : http://www.slideshare.net/sdnight/ss-49951821 내려받기(pdf) : http://cafe.naver.com/govservicedesign/234

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A basic introduction of what we do with some examples. We are a digital product and service design firm creating delightful user experiences. We embrace empathy, usability, meaning and style. Crafting relationships between brands and ʕ•̫͡•ʕ*̫͡*ʕ•͓͡•ʔ-̫͡-ʕ•̫͡•ʔ*̫͡*ʔ-̫͡-ʔ humans since 2015. We are providing the following services: Building Products and Services: The best brand experiences are created daily throughout digital products and well planned service structures. We support your brand by analysing and carefully planning user touchpoints, on and offline. Business and Experience Strategy: Standing out is half way to success. We help brands define their character, style, key touchpoints with customers. Creating functional and usable products are not enough. We use design methods to co-create strategies with our clients. Business Growth: Outcomes matter to us. We enable better conversions, sales through improved usability, optimized customer processes, and clear, delightful communication. Coaching your Team: Setting up your own in-house design team requires proficient design coaches and facilitators. With an experienced team, we provide personalized training packages for firms on the verge of advancement. Contact us at: hello@exaltinteractive.com

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