Interested in Digital Strategy in Q4 2020? Download our FREE whitepaper on this topic. This is an exclusive promotion being run on LinkedIn.

  Please register (it's free!) or login to view the remaining preview.
If you are logged in, your referral link [?] is automatically included below.
EMBED CODE (Copy and Paste)


BENEFITS OF DOCUMENT

  1. Provides a framework for service design.
  2. Provides service design methods and tools to improve customer experience.
  3. Provides templates and facilitation techniques for running a service design workshop.

DOCUMENT DESCRIPTION

Service Design means Design Thinking for Services. Great customer experience needs a common language across disciplines to break down the silos within an organization. Service Design provides a consistent model and toolset for accomplishing this.

This workshop guide provides an introduction to the key concepts and principles of Service Design, and the basic methods and tools of Service Design. They include personas, journey maps, service prototypes, service blueprint, stakeholder map and last but not least, the business model canvas.

This workshop guide is structured as a Service Design Crash Course. It is recommended that facilitators using this material should have a foundational knowledge of Design Thinking and running a workshop. Please note that trainer notes are not included. Facilitators may use the material to conduct a 2-hour, half-day or full-day workshop and focus on any combination of tools depending on your training needs. This workshop guide includes templates of service design tools, as well as suggested facilitation techniques.

LEARNING OBJECTIVES

1. Acquire knowledge on the key concepts and principles of service design
2. Explore the basic methods and tools of service design
3. Develop skills in the application of service design methods and tools through workshop practice

CONTENTS

1. Introduction to Service Design
The Era of Smart Customers
Why Service Design?
What is Service Design?
Mindset of a Traditional Service Design Thinker
Traditional Thinking vs. Design Thinking
What Service Design Is Not
The Different Perspectives of Service Design
Mindset of a Systems Thinker
The Combination of Systems Thinking & Design Thinking
The Service Design Attitude
Two Approaches to Problem Solving
Left Brain vs. Right Brain
Divergent & Convergent Thinking
What Do Service Designers Do?
The Three Lenses of Human-Centered Design
The Five Phases of Design Thinking
Principles of Service Design
The Twelve Commandments of Service Design Doing

2. Basic Methods & Tools of Service Design
Basic Service Design Tools
Tools vs. Methods
Research Data
Personas
Empathy Map
Journey Maps
Touchpoints vs. Channels
Moments of Truth
Service Prototypes
Prototyping & Storytelling
Physical & Paper Prototypes
Prototypes of Digital Artifacts & Software
Acting As Prototyping
Service Evidences
Service Blueprint
System Maps
Stakeholder Maps
Value Network Maps
Ecosystem Maps
Value Proposition Canvas
Business Model Canvas

Appendix I - Templates for Workshop Practice
Appendix II - Suggested Facilitation Techniques

Got a question about the product? Email us at [email protected] or ask the author directly by using the form to the right. If you cannot view the preview above this document description, go here to view the large preview instead.

Source: Service Design (Design Thinking for Services) PowerPoint document

This document is available as part of the following discount bundle(s):

The Complete Service Design & Innovation Toolkit Bundle
 
Top Flevy Author [?]

Service Design (Design Thinking for Services)

Sold by Operational Excellence Consulting (this author has 137 documents)

$69.00

ALL FEES INCLUDED
Add to Cart
  

This business document is categorized under the function(s):

It applies to All Industries

File Type: PowerPoint (pptx)

File Size: 33.8 MB

Number of Slides: 138 (includes cover, transition slides)

Related Topic(s): Service Design

Purchase includes lifetime product updates. After your purchase, you will receive an email to download this document.

Terms of usage (for all documents from Operational Excellence Consulting)

Initial upload date (first version): Sep 30, 2020
Most recent version published: Oct 1, 2020

Ask the Author a Question

Must be logged in Click here to log in






CUSTOMER TESTIMONIALS




SELECT CUSTOMERS

Since 2012, we have provided best practices to over 5,000 businesses and organizations of all sizes across the world—in over 130 countries. Below is just a very small sample of our customer base.



Did you know?
The average daily rate of a McKinsey consultant is $6,625 (not including expenses). The average price of a Flevy document is $65.



CUSTOMERS ALSO BOUGHT THESE DOCUMENTS

66-slide PowerPoint deck
$39.00
185-slide PowerPoint deck
$69.00
80-slide PowerPoint deck
$55.00
Author: Ivana Nissen
25-slide PowerPoint deck
$20.00
23-slide PowerPoint deck
28-slide PowerPoint deck
$20.00
46-slide PowerPoint deck
$35.00
Author: Ivana Nissen
24-slide PowerPoint deck
$34.00

 
RELATED TOPICS

TOP 10 TOPICS

Become your organization's resident expert on...

Digital Transformation
 
Strategy Development
 
Organizational Design (OD)
 
Performance Management
 
Post-merger Integration (PMI)
 
Organizational Culture (OC)
 
Business Transformation
 
Innovation Management
Interested in something else? Browse our 350+ Business Toolkits of best practices, each focused on a specific management topic.