There are a lot of different tools and methods used by service
designers to generate idea, test the idea, improve, and implement it. Here are
some of these tools and methods that are introduced in the book, This is
Service Design Thinking.
Stakeholder Maps: A stakeholder map is a
visual and physical representation of the different groups involved in a
particular service. It consists of employees, management, customers, business
partners and other groups that will have impact or have benefit on that
particular service.
Service Safaris: Gaining Valuable experience
is only possible when people try different services and compare the good and
bad customer service. In Service safari people will go to similar businesses
and observe and explore their services.
Customer Journey Maps: A customer journey map
is a structured and visualized map that explains the user experience. It will
show where user will be interacting with the service.
Contextual Interviews: These interviews will be conducted in the
environment that the service will take place. Interviews are conducted with all
stakeholders, customers, staff, and etc.
Expectation Maps: The usage of expectation map
is to investigate what are some expectations that customers have from a certain
service. It is essential to know customer’s needs to be able to deliver
desirable experience.
Personas: Personas are fictional characters
developed to represent particular group based on a shared interest. Most
personas are developed from researches gathered from different stakeholders.
Idea Generation: There are different ways of
generating ideas such as group discussion, brainstorming sessions, mind-mapping,
and S.W.O.T. analysis.
Storyboards: A storyboard is a visual
sequential story telling method. Designers will create a particular sequence of
events illustrated in a comic-strip format. The kind of story being told is up
to the designer; It can be a section of the service or the entire service
experience.
Desktop Walkthrough: This is a 3-D small model
of the service for visualization and more understanding of how the service will
be implemented in the environment. The model is mostly very simple and it
allows the designers to analyze a specific situation.
Service Prototype: A service prototype is a simulation
of the service experience. It can be a simple role-play or it can be a
user-participating model, which is totally based on the complexity of the
service.
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