service design and start-ups / more than metrics
TRANSCRIPT
![Page 1: Service Design and Start-ups / More than Metrics](https://reader031.vdocuments.net/reader031/viewer/2022020411/5871bd331a28ab55058b5e43/html5/thumbnails/1.jpg)
WE USE SERVICE DESIGN TO BUILD SERVICE DESIGN TOOLS
SINCE 2008
Service Design and Startups
This Lean Agile Design Thingything @MrStickdorn
![Page 2: Service Design and Start-ups / More than Metrics](https://reader031.vdocuments.net/reader031/viewer/2022020411/5871bd331a28ab55058b5e43/html5/thumbnails/2.jpg)
IN PRACTICE, WE SAW DEMAND FOR TOOLS THAT JUST DID NOT EXIST.
"Wow, this works. We need more research.
More research, pweez. More resea
rch!"
Service Design and Startups
This Lean Agile Design Thingything @MrStickdorn
![Page 3: Service Design and Start-ups / More than Metrics](https://reader031.vdocuments.net/reader031/viewer/2022020411/5871bd331a28ab55058b5e43/html5/thumbnails/3.jpg)
Mobile Ethnography
USER-STRUCTURED DESIGN RESARCH
Service Design and Startups
This Lean Agile Design Thingything @MrStickdorn
![Page 4: Service Design and Start-ups / More than Metrics](https://reader031.vdocuments.net/reader031/viewer/2022020411/5871bd331a28ab55058b5e43/html5/thumbnails/4.jpg)
Free smartphone app for participantsBackend visualization as journey map
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Backend visualization as journey mapFree smartphone app for participants
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WHY WASTE TIME WITH HAND-CRAFTING THROW-AWAY DELIVERABLES?
"Sheesh, these customer journey maps. Awesome.
You know, we should base every project on
these …"
Service Design and Startups
This Lean Agile Design Thingything @MrStickdorn
![Page 7: Service Design and Start-ups / More than Metrics](https://reader031.vdocuments.net/reader031/viewer/2022020411/5871bd331a28ab55058b5e43/html5/thumbnails/7.jpg)
VISUALIZE CUSTOMER EXPERIENCE
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VISUALIZE CUSTOMER EXPERIENCE
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faster visualizations and quicker iterations
avoiding static journey maps
Service Design and Startups
This Lean Agile Design Thingything @MrStickdorn
![Page 10: Service Design and Start-ups / More than Metrics](https://reader031.vdocuments.net/reader031/viewer/2022020411/5871bd331a28ab55058b5e43/html5/thumbnails/10.jpg)
SERVICE DESIGN SPRINTSRESEARCH
IMPLEMENTATION / DEPLOYMENT
IDENTIFICATION OF CRITICAL
EXPERIENCES
IDEATION & IDEA SELECTION
PROTOTYPING & DEVELOPMENT
Gosh. They closed the loop.Service Design and Startups
This Lean Agile Design Thingything @MrStickdorn
![Page 11: Service Design and Start-ups / More than Metrics](https://reader031.vdocuments.net/reader031/viewer/2022020411/5871bd331a28ab55058b5e43/html5/thumbnails/11.jpg)
Qualitative the really helpful feedback is.
Relying on this power you must.
Photo Credit: Shutterstock / CTR Photos
Service Design and Startups
This Lean Agile Design Thingything @MrStickdorn
![Page 12: Service Design and Start-ups / More than Metrics](https://reader031.vdocuments.net/reader031/viewer/2022020411/5871bd331a28ab55058b5e43/html5/thumbnails/12.jpg)
Service Design and Startups
This Lean Agile Design Thingything @MrStickdorn
![Page 13: Service Design and Start-ups / More than Metrics](https://reader031.vdocuments.net/reader031/viewer/2022020411/5871bd331a28ab55058b5e43/html5/thumbnails/13.jpg)
BASE YOUR CUSTOMER JOURNEY
ON F***ING RESEARCH!
Service Design and Startups
This Lean Agile Design Thingything @MrStickdorn
![Page 14: Service Design and Start-ups / More than Metrics](https://reader031.vdocuments.net/reader031/viewer/2022020411/5871bd331a28ab55058b5e43/html5/thumbnails/14.jpg)
HOW TO JOURNEY MAP
CURRENT-STATE (AS-IS)
FUTURE-STATE (TO-BE)
ASSUMPTION-BASED
RESEARCHED-BASED
HIGH-LEVEL PERSPECTIVE
DETAILED SCOPEService Design and Startups
This Lean Agile Design Thingything @MrStickdorn
![Page 15: Service Design and Start-ups / More than Metrics](https://reader031.vdocuments.net/reader031/viewer/2022020411/5871bd331a28ab55058b5e43/html5/thumbnails/15.jpg)
HOW TO JOURNEY MAP
MAIN ACTOR:
KIND OF VISUALIZATION:
CUSTOMER, USER, EMPLOYEE
STORYBOARD, GRAPHS, …
PRODUCT-FOCUSED
EXPERIENCED-FOCUSED
Service Design and Startups
This Lean Agile Design Thingything @MrStickdorn
![Page 16: Service Design and Start-ups / More than Metrics](https://reader031.vdocuments.net/reader031/viewer/2022020411/5871bd331a28ab55058b5e43/html5/thumbnails/16.jpg)
Service Design and Startups
This Lean Agile Design Thingything @MrStickdorn
![Page 17: Service Design and Start-ups / More than Metrics](https://reader031.vdocuments.net/reader031/viewer/2022020411/5871bd331a28ab55058b5e43/html5/thumbnails/17.jpg)
SERVICE DESIGN SPRINTSRESEARCH
IMPLEMENTATION / DEPLOYMENT
IDENTIFICATION OF CRITICAL
EXPERIENCES
IDEATION & IDEA SELECTION
PROTOTYPING & DEVELOPMENT
Well, is there a loop?
Service Design and Startups
This Lean Agile Design Thingything @MrStickdorn
![Page 18: Service Design and Start-ups / More than Metrics](https://reader031.vdocuments.net/reader031/viewer/2022020411/5871bd331a28ab55058b5e43/html5/thumbnails/18.jpg)
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This is also service design:
Prototyping business model
and pricing
Service Design and Startups
This Lean Agile Design Thingything @MrStickdorn
![Page 19: Service Design and Start-ups / More than Metrics](https://reader031.vdocuments.net/reader031/viewer/2022020411/5871bd331a28ab55058b5e43/html5/thumbnails/19.jpg)
This is also service design:
Technical infrastructure
Service Design and Startups
This Lean Agile Design Thingything @MrStickdorn