You Can Teach Your Team Service Design
Solving User Needs and Assessing Merits of an Idea.
• Personas: An exercise using a provided template for identifying a target audience, and parsing its needs.
• Brainstorming Technique: Group Exercise using Alex Osborne’s brainstorming method, with moderator’s guide for extracting ideas from personas to arrive at service idea candidates.
• Service Concept: A group exercise for capturing an organization’s essence. This is a leadership strategic planning tool, whose results help determine whether a service idea makes sense for a provider’s mission.
• Service Evaluation: Learn how to use this tool for group decision-making to examine possible barriers or risks for moving forward with an idea. This tool fosters advocates for group-approved ideas.
Creating User Journeys
User Experiences and Manipulating Them for Desireable Outcomes
• Influencing Users: Learn to motivate users using a Demand Model coupled with a messaging exercise.
• Discovering User Journeys: Learners build out a journey map template for use in capturing user experiences.
• Constructing a Service Blueprint: G. Lynn Shostack’soriginal idea for designing services was based on a blueprint, still a fundamental component to Service Design. Learners craft a service blueprint using the template and instructions.
• Touchpoint Planning: Accompanying the blueprint, a vital component for service experiences, is touchpoints. In succession, these are first identified in journey maps, then defined in the blueprint. The exercise involves planning.
Prototyping, Testing and Measuring
Tackles Challenging Concepts to Help Prevent Service Failure
• Prototyping: From a case study, learners then build a service, visually, from a service idea, building a blueprint, and developing a governance hierarchy.
• Program Assessment Model: Learners are taught a diagnostic for service using a comprehensive model that requires piecing apart components. The results show any potential risks; the outcome also can reveal unmet service opportunities.
• Gap Analysis: The perennial challenge for service designers is to measure satisfactory experience. The Gap Analysis model uses a gap analysis. which learners will discover how to set up to evaluate a service. The model requires survey research techniques, which are also reviewed with learners.