service design tools (DESIS workshop)


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a brief description of some relevant service design tools to be used during the DESIS Workshop in Jianan University (Wuxi, China)

service design tools (DESIS workshop)

  1. 1. Service DesignTools
  2. 2. PosterThe service poster is a simulationof a future advertising of theservice. It is useful in the designphase to understand the mostimportant features that shouldbe communicated as well as thecommunication style.
  3. 3. Poster
  4. 4. StoryboardThe storyboard is therepresentation of use casesthrough a series of drawingsor pictures, put together in anarrative sequence, in which theaction represented are equallyrelevant.The service storyboard showsthe manifestation of everytouchpoints and the relationshipsbetween them and the user in thecreation of the experience
  5. 5. System MapThe system map is a visualdescription of the servicetechnical organization: thedifferent actors involved, theirmutual links and the flows ofmaterials, energy, informationand money through the systemit is a TECHNICAL DRAWING forsolutions
  6. 6. secondary stakeholders PLATFORM ORGANIZATION- LAYOUTupstream the system map is normally not MAIN STAKEHOLDERS downstream used to present your idea to the public. It is a tool that is used in the design process, and all the platform members of the team (designer or boundary not) should be able to modify and integrate it. secondary stakeholders It is better to fix some simple rules. system boundary
  7. 7. material flows information flows financial flows core PSS performance PLATFORM ORGANIZATION- ARROWS and PICTOGRAMS. alternative PSS performance, implementation or back office flows
  8. 8. AN EXAMPLE.Only main/consistant flows areindicated at this stage, to preventfrom confusion.
  9. 9. Interaction action 1 action 2 action 3 action 4 action 5actor 1actor 2 FRONT OFFICE ACTIONS table visibility lineactor 3 BACK OFFICE It is a tool used to support ACTIONS strategic 4 The starting point is the TIME storyboard, that is expanded to describe all the interactions between different actors. The process can be read horizontally, actors by actors, in order to get a description of the role and the activities of each figure, but the process can also be read vertically in order to find the correspondences between the activities of the different subjects.
  10. 10. Actors MapThe Actors Map represents thesystem of actors and their mutualrelations, to provide a systemicview of the service and its context.The map is built from a certainpoint of view (for example theuser), that becomes the centre ofthe system.
  14. 14. MotivationMatrixThe aim of the motivation matrixis the understanding of theconnexions between the differentactors of the system.When creating a motivationmatrix the designer assumes thepoint of view of each stakeholderinvolved.
  15. 15. b to Motivation Matrix brings stakeholder stakeholder stakeholder stakeholder 1 2 3 4 stakeholder 1 . what each actor brings . what each actor takes out st ak stakeholder eh 2 ol de rs ’s ow n stakeholder in te 3 ntio ns stakeholder 4
  16. 16. MotivationMatrix
  17. 17. EnablingSolutionsThe concept of enabling solutionrefers to operative tools, able tohelp the user focus on a result andachieve it in a sustainable way. Incarrying out this role they mustbring a special type of intelligenceinto play: an intelligence thatenables them to stimulate,develop and regenerate theability and competence of thosewho use it.
  18. 18. EnablingSolutions
  19. 19. EnablingSolutions
  20. 20. ServicePrototypeIt is a prototype of the servicethat is put in the real context(or a similar one), and allow thedesigner to test the interactionamong users and touchpoint.
  21. 21. ServicePrototype
  22. 22. ServicePrototype
  23. 23. thanks谢谢grazie