designthinkers service design method
DESCRIPTION
DesignThinkers assists Public and Private organizations and companies in delivering the best possible service. We help them to be more innovative and competitive. To do so we created a 5 Steps Service Innovation Method. This Method is used as a guide while working on complex Service Design projects.TRANSCRIPT
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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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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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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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