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Download to read offline
Try these
service
design
methods
Leeds
GovJam
Service Safari
Take a field trip to experience a service as it
is today. Get out of the building and into the
shoes of the user.
https://www.flickr.com/photos/alexinleeds/6943993948/
Leeds
GovJam
Personas
Bring your research to life with characters
representing user's goals, behaviour, skills,
attitudes, and environment. Give them
names and details to make them real.
http://www.govjam.org/sites/default/files/project/22167/1401893950664.jpg
Leeds
GovJam
Customer
Journey Map
Draw the end-to-end experience of a service
as the user sees it - how they discover it,
access it, use it and leave it.
Think about the touchpoints they’ll use at each stage
Show the emotional highs and lows
Compare real world and perfect world journeys
Look for the moments of truth that could make or
break the experience
https://secure.flickr.com/photos/getambition/6504632965/
Leeds
GovJam
Sketching
Stop talking, start drawing. Making pictures
can clarify ideas in your own mind and help
you explain them to other people.
Don’t aim for perfection!
Go for quantity over quality
Make it big and bold
Draw just enough to communicate each concept
Only add words if absolutely necessary
Leeds
GovJam
Prototyping
Make things that people can use to
experience part or all of the service. Keep
them quick, small and simple.
https://secure.flickr.com/photos/daniandgeorge/9596144496/
https://secure.flickr.com/photos/95601478@N00/511163328/ https://secure.flickr.com/photos/unavoidablegrain/5216319634/
https://secure.flickr.com/photos/
31068346@N05/8389683381/
https://secure.flickr.com/photos/
abstractmachine/12621595315/
https://secure.flickr.com/photos/
doos/6574039345/
Leeds
GovJam
Guerilla Testing
Approach potential users to check how
effective your design is, whether functionality
works, or whether your proposition is clear.
Consider the best location and the questions you’ll ask
Ask permission to speak with people
If recording, ask them to sign a written consent form
Briefly outline the purpose of the research
Reassure them about confidentiality
Keep it simple and quick
Say thanks - chocolates are always popular!
https://secure.flickr.com/photos/
etches-johnson/6877951622/
Leeds
GovJam
Service
Blueprint
Deepen your customer journey map by
looking at the ways you will serve the user
and support their experience.
Start with your ideal customer journey at the top
Trace what frontline staff or digital services do at each
step and touchpoint
Show what happens behind the scenes
The boundary between what the user sees and what
they don’t see is the “line of visibility”
https://www.flickr.com/photos/rachelshadoanty/4171746951
Leeds
GovJam
Act It Out
Physcially experience the feeling of
receiving or delivering a service. It reveals
things that talking or sketching would miss.
https://secure.flickr.com/photos/xian/3763798108
Leeds
GovJam
Stakeholder
Map
Explore which people and groups need your
service the most, and which hold the
greatest influence and power over it.
https://www.flickr.com/photos/cambodia4kidsorg/10499696475
Leeds
GovJam
Business Model
Canvas
Describe, design, challenge, invent, and
evolve your business model.
What are the most important costs inherent in our business model?
Which Key Resources are most expensive?
Which Key Activities are most expensive?
Through which Channels do our Customer Segments
want to be reached?
How are we reaching them now?
How are our Channels integrated?
Which ones work best?
Which ones are most cost-efficient?
How are we integrating them with customer routines?
For what value are our customers really willing to pay?
For what do they currently pay?
How are they currently paying?
How would they prefer to pay?
How much does each Revenue Stream contribute to overall revenues?
For whom are we creating value?
Who are our most important customers?
What type of relationship does each of our Customer
Segments expect us to establish and maintain with them?
Which ones have we established?
How are they integrated with the rest of our business model?
How costly are they?
What value do we deliver to the customer?
Which one of our customer’s problems are we helping to solve?
What bundles of products and services are we offering to each Customer Segment?
Which customer needs are we satisfying?
What Key Activities do our Value Propositions require?
Our Distribution Channels?
Customer Relationships?
Revenue streams?
Who are our Key Partners?
Who are our key suppliers?
Which Key Resources are we acquiring from partners?
Which Key Activities do partners perform?
What Key Resources do our Value Propositions require?
Our Distribution Channels? Customer Relationships?
Revenue Streams?
Day Month Year
No.
This work is licensed under the Creative Commons Attribution-Share Alike 3.0 Unported License.
To view a copy of this license, visit http://creativecommons.org/licenses/by-sa/3.0/
or send a letter to Creative Commons, 171 Second Street, Suite 300, San Francisco, California, 94105, USA.
https://www.flickr.com/photos/innovandis/6165345207/
What are the most important costs inherent in our business model?
Which Key Resources are most expensive?
Which Key Activities are most expensive?
Through which Channels do our Customer Segments
want to be reached?
How are we reaching them now?
How are our Channels integrated?
Which ones work best?
Which ones are most cost-efficient?
How are we integrating them with customer routines?
For what value are our customers really willing to pay?
For what do they currently pay?
How are they currently paying?
How would they prefer to pay?
How much does each Revenue Stream contribute to overall revenues?
For whom are we creating value?
Who are our most important customers?
What type of relationship does each of our Customer
Segments expect us to establish and maintain with them?
Which ones have we established?
How are they integrated with the rest of our business model?
How costly are they?
What value do we deliver to the customer?
Which one of our customer’s problems are we helping to solve?
What bundles of products and services are we offering to each Customer Segment?
Which customer needs are we satisfying?
What Key Activities do our Value Propositions require?
Our Distribution Channels?
Customer Relationships?
Revenue streams?
Who are our Key Partners?
Who are our key suppliers?
Which Key Resources are we acquiring from partners?
Which Key Activities do partners perform?
What Key Resources do our Value Propositions require?
Our Distribution Channels? Customer Relationships?
Revenue Streams?
Day Month Year
No.
This work is licensed under the Creative Commons Attribution-Share Alike 3.0 Unported License.
To view a copy of this license, visit http://creativecommons.org/licenses/by-sa/3.0/
or send a letter to Creative Commons, 171 Second Street, Suite 300, San Francisco, California, 94105, USA.
Leeds
GovJam
We made these posters to go with the Leeds
GovJam jammer passport. Passport concept
and design by Kathryn Grace. Posters by
Matt Edgar. Photos Creative Commons.
More info at leedsgovjam.wordpress.com
Credits
https://www.flickr.com/photos/116167444@N02/14157531139/

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GovJam - try these service design methods

  • 2. Leeds GovJam Service Safari Take a field trip to experience a service as it is today. Get out of the building and into the shoes of the user. https://www.flickr.com/photos/alexinleeds/6943993948/
  • 3. Leeds GovJam Personas Bring your research to life with characters representing user's goals, behaviour, skills, attitudes, and environment. Give them names and details to make them real. http://www.govjam.org/sites/default/files/project/22167/1401893950664.jpg
  • 4. Leeds GovJam Customer Journey Map Draw the end-to-end experience of a service as the user sees it - how they discover it, access it, use it and leave it. Think about the touchpoints they’ll use at each stage Show the emotional highs and lows Compare real world and perfect world journeys Look for the moments of truth that could make or break the experience https://secure.flickr.com/photos/getambition/6504632965/
  • 5. Leeds GovJam Sketching Stop talking, start drawing. Making pictures can clarify ideas in your own mind and help you explain them to other people. Don’t aim for perfection! Go for quantity over quality Make it big and bold Draw just enough to communicate each concept Only add words if absolutely necessary
  • 6. Leeds GovJam Prototyping Make things that people can use to experience part or all of the service. Keep them quick, small and simple. https://secure.flickr.com/photos/daniandgeorge/9596144496/ https://secure.flickr.com/photos/95601478@N00/511163328/ https://secure.flickr.com/photos/unavoidablegrain/5216319634/ https://secure.flickr.com/photos/ 31068346@N05/8389683381/ https://secure.flickr.com/photos/ abstractmachine/12621595315/ https://secure.flickr.com/photos/ doos/6574039345/
  • 7. Leeds GovJam Guerilla Testing Approach potential users to check how effective your design is, whether functionality works, or whether your proposition is clear. Consider the best location and the questions you’ll ask Ask permission to speak with people If recording, ask them to sign a written consent form Briefly outline the purpose of the research Reassure them about confidentiality Keep it simple and quick Say thanks - chocolates are always popular! https://secure.flickr.com/photos/ etches-johnson/6877951622/
  • 8. Leeds GovJam Service Blueprint Deepen your customer journey map by looking at the ways you will serve the user and support their experience. Start with your ideal customer journey at the top Trace what frontline staff or digital services do at each step and touchpoint Show what happens behind the scenes The boundary between what the user sees and what they don’t see is the “line of visibility” https://www.flickr.com/photos/rachelshadoanty/4171746951
  • 9. Leeds GovJam Act It Out Physcially experience the feeling of receiving or delivering a service. It reveals things that talking or sketching would miss. https://secure.flickr.com/photos/xian/3763798108
  • 10. Leeds GovJam Stakeholder Map Explore which people and groups need your service the most, and which hold the greatest influence and power over it. https://www.flickr.com/photos/cambodia4kidsorg/10499696475
  • 11. Leeds GovJam Business Model Canvas Describe, design, challenge, invent, and evolve your business model. What are the most important costs inherent in our business model? Which Key Resources are most expensive? Which Key Activities are most expensive? Through which Channels do our Customer Segments want to be reached? How are we reaching them now? How are our Channels integrated? Which ones work best? Which ones are most cost-efficient? How are we integrating them with customer routines? For what value are our customers really willing to pay? For what do they currently pay? How are they currently paying? How would they prefer to pay? How much does each Revenue Stream contribute to overall revenues? For whom are we creating value? Who are our most important customers? What type of relationship does each of our Customer Segments expect us to establish and maintain with them? Which ones have we established? How are they integrated with the rest of our business model? How costly are they? What value do we deliver to the customer? Which one of our customer’s problems are we helping to solve? What bundles of products and services are we offering to each Customer Segment? Which customer needs are we satisfying? What Key Activities do our Value Propositions require? Our Distribution Channels? Customer Relationships? Revenue streams? Who are our Key Partners? Who are our key suppliers? Which Key Resources are we acquiring from partners? Which Key Activities do partners perform? What Key Resources do our Value Propositions require? Our Distribution Channels? Customer Relationships? Revenue Streams? Day Month Year No. This work is licensed under the Creative Commons Attribution-Share Alike 3.0 Unported License. To view a copy of this license, visit http://creativecommons.org/licenses/by-sa/3.0/ or send a letter to Creative Commons, 171 Second Street, Suite 300, San Francisco, California, 94105, USA. https://www.flickr.com/photos/innovandis/6165345207/ What are the most important costs inherent in our business model? Which Key Resources are most expensive? Which Key Activities are most expensive? Through which Channels do our Customer Segments want to be reached? How are we reaching them now? How are our Channels integrated? Which ones work best? Which ones are most cost-efficient? How are we integrating them with customer routines? For what value are our customers really willing to pay? For what do they currently pay? How are they currently paying? How would they prefer to pay? How much does each Revenue Stream contribute to overall revenues? For whom are we creating value? Who are our most important customers? What type of relationship does each of our Customer Segments expect us to establish and maintain with them? Which ones have we established? How are they integrated with the rest of our business model? How costly are they? What value do we deliver to the customer? Which one of our customer’s problems are we helping to solve? What bundles of products and services are we offering to each Customer Segment? Which customer needs are we satisfying? What Key Activities do our Value Propositions require? Our Distribution Channels? Customer Relationships? Revenue streams? Who are our Key Partners? Who are our key suppliers? Which Key Resources are we acquiring from partners? Which Key Activities do partners perform? What Key Resources do our Value Propositions require? Our Distribution Channels? Customer Relationships? Revenue Streams? Day Month Year No. This work is licensed under the Creative Commons Attribution-Share Alike 3.0 Unported License. To view a copy of this license, visit http://creativecommons.org/licenses/by-sa/3.0/ or send a letter to Creative Commons, 171 Second Street, Suite 300, San Francisco, California, 94105, USA.
  • 12. Leeds GovJam We made these posters to go with the Leeds GovJam jammer passport. Passport concept and design by Kathryn Grace. Posters by Matt Edgar. Photos Creative Commons. More info at leedsgovjam.wordpress.com Credits https://www.flickr.com/photos/116167444@N02/14157531139/