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This is Service Design in 25 useful tools


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All approaches to explore, design and implement excellent customer service.

This is Service Design in 25 useful tools

  1. 1. This is Service Design in 25 useful tools Tijs Wilbrink Methods from `this is service design thinking`
  2. 2. All service design methods in one overview The profession of service design has lately been enriched with several methods and tools. This is an overview of available methods and tools to design better customer experiences. This document is best used with a problem of opportunity in mind, and select your best next step from the variety of available methods.
  3. 3. Why do we, or should we use service design?
  4. 4. Chapter 1 of 3 Using service design tools for exploration Distinctive customer experience Valuable services New market opportunities
  5. 5. Tools for Exploration #1 Stakeholder mapping to plan for influence and change Visual representation of stakeholders to analyse and plan upon.
  6. 6. Tools for Exploration #2 Go on a service safari out into the wild and experience
  7. 7. Tools for Exploration #3 Use contextual interviews to observe behaviour
  8. 8. Tools for Exploration #4 Use mobile ethnography to observe from the outside
  9. 9. Tools for Exploration #5 Or use shadowing to observe while mingling in.
  10. 10. Tools for Exploration #6 Use customer journeys to structure your processes
  11. 11. Tools for Exploration #7 Or the 5 why’s to get down to the core of the problem Training Car won’t start
  12. 12. Tools for Exploration #8 Cultural probes to gather more information
  13. 13. Tools for Exploration #9 Use ‘a day in the life of’ for a complete customer view
  14. 14. Tools for Exploration #10 Map customer expectations
  15. 15. Tools for Exploration #11 Use personas for stress tests on customer segments
  16. 16. Chapter 2 of 3 Using service design tools to create and reflect
  17. 17. Tools to Create and Reflect #12 Use idea generation to create ideas
  18. 18. Tools to Create and Reflect #13 Ask “what if”-questions to provoke thinking
  19. 19. Tools to Create and Reflect #14 Design scenarios as alternative futures
  20. 20. Tools to Create and Reflect #15 Leverage storyboards for visualisation
  21. 21. Tools to Create and Reflect #16 Play with desktop walkthroughs to make it visible
  22. 22. Tools to Create and Reflect #17 Prototype your services and simulate
  23. 23. Tools to Create and Reflect #18 Create a safe environment with service staging
  24. 24. Tools to Create and Reflect #19 Develop fast and responsive with agile methods
  25. 25. Tools to Create and Reflect #20 Use co-creation to involve other stakeholders
  26. 26. Chapter 3 of 3 Using service design tools for implementation
  27. 27. Tools for Implementation #21 Use storytelling for better comprehension
  28. 28. Tools for Implementation #22 Interact with your staff through service roleplay
  29. 29. Tools for Implementation #23 Link journeys to process with service blueprints
  30. 30. Tools for Implementation #24 Gain insight with customer lifecycle maps
  31. 31. Tools for Implementation #25 Create your new business model using the canvas
  32. 32. End Get out there and get it going