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Service Design

An Overview of the Design Process
by

Spatial Fusion

on 10 May 2016

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Transcript of Service Design

Decide what issue you are trying to resolve.
Agree on who the audience is.
Prioritize this project in terms of urgency.
Determine what will make this project successful.
Establish a glossary of terms.

Step 1 - Define
Review the history of the issue; remember any existing obstacles.
Collect examples of other attempts to solve the same issue.
Note the project supporters, investors, and critics.
Talk to your end-users, that brings you the most fruitful ideas for later design.
Take into account thought leaders' opinions.

Step 2 - Research
Make task descriptions.
Plan tasks.
Determine resources.
Assign tasks.
Execute.
Deliver to client.

Step 6 – Implement
Identify the needs and motivations of your end-users.
Generate as many ideas as possible to serve these identified needs.
Log your brainstorming session.
Do not judge or debate ideas.
During brainstorming, have one conversation at a time.

Step 3 - Ideation
Service Design
An Overview of The Design Process
Combine, expand, and refine ideas.
Create multiple drafts.
Seek feedback from a diverse group of people, include your end users.
Present a selection of ideas to the client.
Reserve judgement and maintain neutrality.
Create and present actual working prototype(s)

Step 4 – Prototype
Step 5 – Choose
Review the objective.
Set aside emotion and ownership of ideas.
Avoid consensus thinking.
Remember: the most practical solution isn't always the best.
Select the powerful ideas.

Gather feedback from the consumer.
Determine if the solution met its goals.
Discuss what could be improved.
Measure success; collect data.
Document.

Step 7 – Learn
The 5 Principles
of Service Design
User Centred
Co-creative
Sequencing
Evidencing
Holistic
service is viewed/experienced though the users eyes
All stakeholders are part of the design process
The service is seen as a sequence of inter-related actions (touchpoints)
Intangible services should be seen in terms of physical artitfacts
The entire environment of the process should be considered
Full transcript