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A service design journey
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Start -
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Is there a theme/goal/existing market?
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Lets do some user insight to get inspiration in this area
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Explore -
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Do the research
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qual - if you do the qual first you'll have something to quant about
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quant - n.b. you cant get inspiration or innovation from just quant
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see also - shadowing, gonzo ethnography, home visits etc
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Analyse -
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what are the important things you've learned
how can you communicate them to the team to inspire them
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make a top 5 learnings - illustrate it with quotes and photos
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insights boards (representing a customer), personas, quotes, video, photos
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Workshop it -
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get the right people in the room - diagonal cross section is ideal
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a cross section of people from the organisation who have a variety of experience and of varying seniority (if they'll all play fair together)
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Share the findings
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let the team discover the needs (don't think too much for them)
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turn the needs into solutions
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sketch - use templates, get people to take responsibility for and explain their ideas. Build on each others ideas - iterate on the fly
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Refine -
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what are the best ideas? be democratic, but point out if things are going off course
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what's out of scope for this version (and why)?
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value to customer vs value to business?
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plot the ideas in a simple customer journey/service blueprint
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aware - engage - use - develop - leave (simple enough?)
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Represent the service -
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work up the blueprint after the workshop
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illustrate the best ideas - make peoples ideas look great and they'll be excited
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meet up to look at the results
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refine more, start to look at what can really be done
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Experience prototype - get feedback
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can parts of the service be experience in a quick workshop setting?
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can we use these and the basic scenario to test the proposition with users?
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iterate and refine.
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Now you've got something you can start to talk to people about and start to make real.
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Here is where the organisation you work with's skills need to be used
to deliver the service you've designed together. You can still be involved
all the way down the line but they need to bring their expertise into
delivering this new service. Blueprints don't magically turn into services.
Good luck
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Wednesday, February 9, 2011 at 11:35AM
Reader Comments (2)
Actually, I want to establish service design project. Your blog is very helpful for me.
Great Post. I am also looking for the same services. I hope, It will helpful me.