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FLT Consulting -- Service Design Thinking

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Cheryl Simrell King

on 14 March 2013

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Transcript of FLT Consulting -- Service Design Thinking

The 5 elements of Service Design What is Service Design thinking? Service Design Thinking San Francisco Budapest (cc) photo by Metro Centric on Flickr (cc) photo by Franco Folini on Flickr (cc) photo by jimmyharris on Flickr Stockholm (cc) photo by Metro Centric on Flickr Service Design Thinking map notes outlook photo frame -Cheryl Simrell King FLT Consulting SET Expectations
DELIVER Services
DEMONSTRATE interdisciplinary approach to understanding users/customers and how to shape services to fit their needs
combines different methods and different tools from various disciplines
a new way of thinking
the application of established design process and skills to the development of services.
results in the design of systems and processes aimed at providing holistic services
Service design is all about making the service you deliver useful, usable, efficient, effective and desirable.
a holistic way for a business to gain a comprehensive, empathetic understanding of needs.
Creative and practical way to improve existing services and innovate new ones.
When you have two coffee shops right next to each other, and each sells the exact same coffee at the exact same price, service design is what makes you walk into one and not the other. What might this
mean for FLT Consulting? Methods- techniques
Stakeholder Maps
Service Safaris
Customer Journey Maps
Contextual Interviews -
The Five Whys
Cultural probes
Mobile ethnography
A Day in the Life
Expectation maps
What if...
Design scenarios
Story Boards
Service Prototypes
Service staging - acting out
Customer Lifecycle Maps offer package of services, from soup (SET, DESIGN, DELIVER) to nuts (MEASURE, DEMONSTRATE)
other consultancy organizations doing this work:
live/work - UK (http://www.livework.co.uk/articles/service-thinking)
designthinkersgroup - NL (http://www.designthinkers.nl)
FJORD - International (http://www.fjordnet.com)
1 minute interviews on Vimeo (http://vimeo.com/channels/servicedesign)
Full transcript