Service design is a multi-disciplinary approach that draws concepts from ITIL V3, Six Sigma, and other design disciplines. It involves applying established design processes and skills to develop both new and improved services. Key aspects of service design include developing a customer journey map, creating a service blueprint to map the customer experience, and conducting various design tasks like concepting, designing touchpoints, and implementing services. It aims to help organizations innovate and improve services to make them more useful, usable, and effective.
Service design is a multi-disciplinary approach that draws concepts from ITIL V3, Six Sigma, and other design disciplines. It involves applying established design processes and skills to develop both new and improved services. Key aspects of service design include developing a customer journey map, creating a service blueprint to map the customer experience, and conducting various design tasks like concepting, designing touchpoints, and implementing services. It aims to help organizations innovate and improve services to make them more useful, usable, and effective.
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
A talk I gave at UX People 2013 as an attempt to demystify the term 'Service Design'. I talked about the methodologies and tools that service designers use, as well as the attitudes and skills requires to practice the discipline.
5 Things I Wish I Knew – A Service Design JourneyJamin Hegeman
The document discusses the key lessons learned from the speaker's journey in service design over many years. The five main lessons are: 1) Service design needs to consider the experiences of both customers and employees; 2) There is ambiguity in service design and you won't always know what you're doing; 3) Storytelling is important for conveying service experiences; 4) Ideas are not as important as executing and sustaining ideas over time; 5) Service design requires collaboration between different stakeholders.
The document discusses service design and experience mapping. It provides an example of an experience map created for Rail Europe to map out a customer's experience in planning, booking, traveling and returning from a rail trip in Europe. The experience map charts the customer's process, touchpoints, feelings and thoughts throughout the different stages. It then identifies opportunities to improve the customer experience and provides recommendations around communicating value, improving the booking and ticket experience, supporting customers through changes, and enabling ongoing planning.