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Service Design (Design Thinking for Services) (PowerPoint PPTX Slide Deck)
PowerPoint (PPTX) + supplemental PDF 143 Slides
BENEFITS OF THIS POWERPOINT DOCUMENT
- Provides a framework for elevating service excellence and maximizing customer satisfaction.
- Provides a variety of service design methods and tools to improve customer experience.
- Provides templates and facilitation techniques for running a service design workshop.
SERVICE DESIGN PPT DESCRIPTION
Service Design means Design Thinking for Services. Service Design, or Experience Design, CX, UX or what ever you might call it is not just about thinking: Design in general is an act of doing.
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.
Service Design is for everyone who is interested in customer experience, innovation, and collaborative creating. It is for people working in an organization who want to create better or even new offerings; it is for you who want to find new ways to connect operational silos and work together more painlessly by using a "language" and toolset that everyone in an organization can understand; and it is also for you who might want to run, lead or participate in co-creative group sessions where people work together more effectively and enjoyably.
This Service Design PPT training presentation introduces the key concepts and principles of Service Design, and the basic methods and tools of Service Design. It includes personas, journey maps, service prototypes, service blueprint, stakeholder map and last but not least, the business model canvas.
Structured as a Service Design crash course, this guide is useful for Service Design Thinking coaches/facilitators who want to focus the workshop more on hands-on experiential learning and less time on theory or lecture.
You may use the material to conduct a two-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.
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This training package includes:
1. Service Design PPT training presentation and templates (PowerPoint format, 16:9 widescreen)
2. Design Thinking poster (PDF format, in color and monochrome, printable in A3/A4 size)
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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
The presentation emphasizes the importance of understanding customer needs and expectations through research data and empathy maps. It also highlights the significance of journey mapping to identify pain points and opportunities for improvement in the customer experience.
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MARCUS OVERVIEW
This synopsis was written by Marcus [?] based on the analysis of the full 143-slide presentation.
Executive Summary
The Service Design presentation, titled "Design Thinking for Services," is crafted to empower organizations with the principles and methodologies of service design. Developed by Operational Excellence Consulting, this training deck focuses on enhancing customer experiences through innovative design thinking. It equips participants with essential tools such as personas, journey maps, service blueprints, and the business model canvas, enabling them to identify gaps in service delivery and implement effective solutions. By adopting a service design approach, organizations can foster customer loyalty, streamline operations, and drive sustainable growth.
Who This Is For and When to Use
• Corporate executives aiming to enhance customer experience and service delivery.
• Service design teams looking to implement structured methodologies in their projects.
• Consultants focused on improving client service strategies and operational efficiencies.
• Training facilitators seeking to deliver impactful workshops on service design principles.
Best-fit moments to use this deck:
• During organizational training sessions aimed at improving service design capabilities.
• When launching new service initiatives that require a customer-centric approach.
• In workshops focused on identifying and addressing customer experience challenges.
Learning Objectives
• Acquire knowledge on the key concepts and principles of service design.
• Develop skills in the application of service design methods and tools through workshop practice.
• Explore the basic methods and tools of service design, including personas and journey maps.
• Understand the importance of customer experience in service delivery.
• Identify gaps in current service offerings and design innovative solutions.
• Foster a culture of continuous improvement and customer-centricity within the organization.
Table of Contents
• Introduction to Service Design (page 4)
• Basic Service Design Methods & Tools (page 53)
Primary Topics Covered
• Introduction to Service Design - Overview of service design principles and its significance in enhancing customer experiences.
• Service Design Challenges - Exploration of common challenges organizations face in delivering end-to-end customer experiences.
• Kano Model - Classification of customer preferences and its impact on satisfaction levels.
• Five Phases of Service Design Thinking - Framework outlining the stages of service design from empathy to testing.
• Basic Service Design Tools - Introduction to essential tools such as personas, journey maps, and service blueprints.
• Value Proposition Canvas - A tool to align customer needs with business offerings.
Deliverables, Templates, and Tools
• Persona template for understanding customer segments.
• Empathy map for gaining insights into customer experiences.
• Journey mapping template to visualize customer interactions.
• Service blueprint for connecting frontstage and backstage processes.
• Business model canvas for aligning activities to create customer value.
• System mapping templates for visualizing stakeholder relationships.
Slide Highlights
• Engaging visuals illustrating the Kano model and its implications on customer satisfaction.
• Examples of journey maps demonstrating customer experiences across different touchpoints.
• Templates for personas and empathy maps to facilitate practical application during workshops.
• Case studies showcasing successful service design implementations.
Potential Workshop Agenda
Introduction & Opening (15 minutes)
• Overview of service design concepts and importance.
• Warm-up activity to engage participants.
Basic Service Design Methods & Tools (90 minutes)
• Introduction to personas and journey mapping.
• Hands-on activities to create personas and journey maps.
Summary & Closing (15 minutes)
• Recap of key learnings and next steps for implementation.
Customization Guidance
• Tailor the personas and journey maps to reflect specific customer segments relevant to your organization.
• Adapt the service blueprint to align with your internal processes and customer touchpoints.
• Modify the workshop agenda based on the time available and specific learning objectives.
Secondary Topics Covered
• The role of digital transformation in service design.
• Strategies for improving employee engagement in service delivery.
• The impact of customer feedback on service design iterations.
• Best practices for co-designing services with stakeholders.Document FAQ
What is service design?
Service design is a multidisciplinary approach focused on improving the quality and efficiency of services by understanding customer needs and experiences.
How can this presentation be customized?
The templates and tools provided can be tailored to fit specific organizational needs and customer segments.
What are the key tools used in service design?
Key tools include personas, journey maps, service blueprints, and business model canvases.
How does service design improve customer experience?
By identifying gaps in service delivery and aligning offerings with customer expectations, organizations can enhance satisfaction and loyalty.
What is the Kano model?
The Kano model categorizes customer preferences into performance needs, basic needs, and delighters, helping organizations prioritize features that drive satisfaction.
How can I implement the learnings from this presentation?
Utilize the templates and frameworks provided to conduct workshops and engage teams in service design initiatives.
What is the importance of empathy in service design?
Empathy allows designers to understand customer pain points and motivations, leading to more effective and user-centered solutions.
Can this presentation be used for training purposes?
Yes, it is designed for training individuals within organizations to enhance their service design capabilities.
Glossary
• Service Design - A systematic approach to improving service delivery and customer experience.
• Persona - A fictional representation of a customer segment used to guide design decisions.
• Journey Map - A visual representation of the customer experience across various touchpoints.
• Service Blueprint - A detailed diagram that connects customer interactions with internal processes.
• Value Proposition - The unique value a product or service offers to customers.
• Empathy Map - A tool for gaining insights into customer thoughts, feelings, and experiences.
• Kano Model - A framework for categorizing customer preferences and their impact on satisfaction.
• Business Model Canvas - A strategic tool for developing and visualizing business models.
• System Map - A visual representation of stakeholders and their relationships within a service ecosystem.
• Prototyping - The process of creating preliminary models of services to test ideas and gather feedback.
• Co-Design - Collaborative design involving stakeholders in the service development process.
• Customer Experience - The overall perception a customer has of a brand based on their interactions.
• Touchpoint - Any interaction between a customer and a service provider.
• Stakeholder - Any individual or group with an interest in the service or its outcomes.
• Service Evidence - Physical or digital artifacts that support the delivery of a service.
• Innovation - The process of creating new ideas or improving existing services.
• Digital Transformation - The integration of digital technology into all areas of a business.
• Customer Journey - The complete experience a customer has with a brand, from awareness to post-purchase.
• Feedback Loop - A process where customer feedback is used to improve services continuously.
• Holistic Design - An approach that considers the entire system of service delivery, including all interactions and processes.
Source: Best Practices in Service Design, Systems Thinking PowerPoint Slides: Service Design (Design Thinking for Services) PowerPoint (PPTX) Presentation Slide Deck, Operational Excellence Consulting
ABOUT THE AUTHOR
Operational Excellence Consulting, founded in 2009 by Allan Ung, draws from extensive experience at Microsoft, IBM, and Underwriters Laboratories (UL). We specialize in strategy deployment, customer experience design, and operational excellence, applying Design Thinking, Lean, and Systems Thinking to maximize customer value and minimize waste.
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