Designthinkerssdmethod 090410114333-phpapp01
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This document outlines Designthinkers' service design process. The 5 stage process includes: 1) Discovering through business and experience research, 2) Concepting by developing ideas with users and clients, 3) Designing touchpoints and service systems, 4) Building by implementing the design, and 5) Implementing by launching the service. Each stage involves specific activities and delivers documents such as context maps, customer journey maps, service concepts, and service blueprints. The overall goal is to design innovative service systems for clients.
Designthinkerssdmethod 090410114333-phpapp01
- 2. DT SERVICE = “any activity or benefit that one party can give to another, that is essentially intangible and does not result in the ownership of anything” (Philip Kotler) designthinkers
- 3. DT SERVICE = an intangible product we experience in time through multiple touch-points and channels designthinkers
- 4. DT SERVICE DESIGN = designing and arranging the interaction between service provider and end-user with the use of creative processes and methods designthinkers
- 5. DT OUR GOAL designing innovative systems so our clients can deliver the best possible services designthinkers
- 6. DT 1 DISCOVERING 2 CONCEPTING 3 DESIGNING 4 BUILDING 5 IMPLEMENTING designthinkers
- 7. DT 1 DISCOVERING / business a research into: > organisations characteristics and goals > vision, mission, culture > existing services (blueprint/ systems) > KPI’s, emotional KPI’s designthinkers
- 8. DT 1 DISCOVERING / business a research into: > context (stakeholders) > benchmarking designthinkers
- 9. DT 1 DISCOVERING / business DELIVERABLE > context map > examples from the market designthinkers
- 10. DT 1 DISCOVERING / experience a research into: > customer journey > experiences from end-users and front office personal > social space (ethnographic fieldwork) designthinkers
- 11. DT 1 DISCOVERING / experience DELIVERABLE > mapping customer journey and all touch-points > analyses and recommendations designthinkers
- 12. DT 2 CONCEPTING > developing ideas together with end-users and client (interviews, brainstorms, workshops) > prototyping > moodboard designthinkers
- 13. DT 2 CONCEPTING DELIVERABLE > tested service concept > visual concept designthinkers
- 14. DT 3 DESIGNING > touchpoints (website, locations etc.) > service system
- 15. DT 3 DESIGNING DELIVERABLE > service blueprint (a detailed service system) > look-and-feel
- 16. DT 4 BUILDING > building all touchpoints (platform, physical locations, media, training people) > organising designthinkers
- 17. DT 4 BUILDING > developing marketing/ communication strategy designthinkers
- 18. DT 4 BUILDING DELIVERABLE > processes/organisation tested and ready for implementation > marketing/ communication strategy designthinkers
- 19. DT 5 IMPLEMENTING > opening the shop > inviting everyone in designthinkers
- 20. DT 5 IMPLEMENTING DELIVERABLE > happy customers > highly competitive service organisation designthinkers
- 21. DT IS COV ER IN G < IM PL EM D EN TI NG < < G EPTIN BUIL C DIN N < CO G < DES IGNING designthinkers