This is Service Design in 25 useful tools

This is Service Design
in 25 useful tools

Tijs Wilbrink
Methods from `this is
service design thinking`

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.

Why do we, or should we use service design?

Chapter 1 of 3

Using service design tools for exploration

Distinctive
customer experience

Valuable
services

New market
opportunities

Tools for Exploration

#1 Stakeholder mapping to plan for influence and change

Visual
representation of
stakeholders to
analyse and plan
upon.


#2 Go on a service safari out into the wild and experience


#3 Use contextual interviews to observe behaviour


#4 Use mobile ethnography to observe from the outside


#5 Or use shadowing to observe while mingling in.


#6 Use customer journeys to structure your processes


#7 Or the 5 why’s to get down to the core of the problem

Training

Car won’t start


#8 Cultural probes to gather more information


#9 Use ‘a day in the life of’ for a complete customer view


#10 Map customer expectations


#11 Use personas for stress tests on customer segments

Chapter 2 of 3

Using service design tools to create and reflect

Tools to Create and Reflect

#12 Use idea generation to create ideas


#13 Ask “what if”-questions to provoke thinking


#14 Design scenarios as alternative futures


#15 Leverage storyboards for visualisation


#16 Play with desktop walkthroughs to make it visible


#17 Prototype your services and simulate


#18 Create a safe environment with service staging


#19 Develop fast and responsive with agile methods


#20 Use co-creation to involve other stakeholders

Chapter 3 of 3

Using service design tools for implementation

Tools for Implementation

#21 Use storytelling for better comprehension


#22 Interact with your staff through service roleplay


#23 Link journeys to process with service blueprints


#24 Gain insight with customer lifecycle maps


#25 Create your new business model using the canvas

End

Get out there and get it going

This is Service Design in 25 useful tools

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Editor's Notes