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