designthinkers service design method

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designthinkers

SERVICE =

“any activity or benefit that one party can give to another, that is essentially intangible and does not result in the ownership of anything” (Philip Kotler)

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SERVICE =

an intangible product we experience in time through multiple touch-points and channels

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SERVICE DESIGN =

designing and arranging the interaction between service provider and end-user with the use of creative processes and methods

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designthinkers

OUR GOAL

designing innovative systems so our clients can deliver the best possible services

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1 DISCOVERING

5 IMPLEMENTING

3 DESIGNING

2 CONCEPTING

4 BUILDING

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designthinkers

1 DISCOVERING / business

a research into:> organisations characteristics and goals> vision, mission, culture> existing services (blueprint/ systems)> KPI’s, emotional KPI’s

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a research into:> context (stakeholders)> benchmarking

1 DISCOVERING / business

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DELIVERABLE> context map> examples from the market

1 DISCOVERING / business

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1 DISCOVERING / experience

a research into:> customer journey> experiences from end-users and front office personal> social space (ethnographic fieldwork)

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DELIVERABLE> mapping customer journey and all touch-points> analyses and recommendations

1 DISCOVERING / experience

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2 CONCEPTING> developing ideas together with end-users and client (interviews, brainstorms, workshops)> prototyping> moodboard

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2 CONCEPTINGDELIVERABLE> tested service concept> visual concept

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3 DESIGNING> touchpoints (website, locations etc.)> service system

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3 DESIGNINGDELIVERABLE> service blueprint (a detailed service system)> look-and-feel

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4 BUILDING> building all touchpoints (platform, physical locations, media, training people)> organising

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4 BUILDING> developing marketing/ communication strategy

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4 BUILDINGDELIVERABLE> processes/organisation tested and ready for implementation > marketing/ communication strategy

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5 IMPLEMENTING> opening the shop> inviting everyone in

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5 IMPLEMENTINGDELIVERABLE> happy customers> highly competitive service organisation

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designthinkers

DTdesignthinkers