service design tools (DESIS workshop)
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The document discusses various service design tools, including service posters, storyboards, system maps, and actors maps, which aid in visualizing and planning service interactions and stakeholder relationships. It highlights the importance of understanding user perspectives and provides techniques for mapping out stakeholder motivations and interactions in service design. Additionally, it introduces enabling solutions that empower users to achieve sustainable results through intelligent tools.
service design tools (DESIS workshop)
- 2. Poster The service poster is a simulation of a future advertising of the service. It is useful in the design phase to understand the most important features that should be communicated as well as the communication style.
- 3. Poster
- 4. Storyboard The storyboard is the representation of use cases through a series of drawings or pictures, put together in a narrative sequence, in which the action represented are equally relevant. The service storyboard shows the manifestation of every touchpoints and the relationships between them and the user in the creation of the experience
- 5. System Map The system map is a visual description of the service technical organization: the different actors involved, their mutual links and the flows of materials, energy, information and money through the system it is a TECHNICAL DRAWING for solutions
- 6. secondary stakeholders PLATFORM ORGANIZATION- LAYOUT upstream the system map is normally not MAIN STAKEHOLDERS downstream used to present your idea to the public. It is a tool that is used in the design process, and all the platform members of the team (designer or boundary not) should be able to modify and integrate it. secondary stakeholders It is better to fix some simple rules. system boundary
- 7. material flows information flows financial flows core PSS performance PLATFORM ORGANIZATION- ARROWS and PICTOGRAMS. alternative PSS performance, implementation or back office flows
- 8. AN EXAMPLE. Only main/consistant flows are indicated at this stage, to prevent from confusion.
- 9. Interaction action 1 action 2 action 3 action 4 action 5 actor 1 actor 2 FRONT OFFICE ACTIONS table visibility line actor 3 BACK OFFICE It is a tool used to support ACTIONS strategic decision. actor 4 The starting point is the TIME storyboard, that is expanded to describe all the interactions between different actors. The process can be read horizontally, actors by actors, in order to get a description of the role and the activities of each figure, but the process can also be read vertically in order to find the correspondences between the activities of the different subjects.
- 10. Actors Map The Actors Map represents the system of actors and their mutual relations, to provide a systemic view of the service and its context. The map is built from a certain point of view (for example the user), that becomes the centre of the system.
- 11. ACTORS MAP, AN EXAMPLE.
- 12. ACTORS MAP, AN EXAMPLE.
- 13. ACTORS MAP, AN EXAMPLE.
- 14. Motivation Matrix The aim of the motivation matrix is the understanding of the connexions between the different actors of the system. When creating a motivation matrix the designer assumes the point of view of each stakeholder involved.
- 15. b to Motivation Matrix brings stakeholder stakeholder stakeholder stakeholder 1 2 3 4 stakeholder 1 . what each actor brings . what each actor takes out st ak stakeholder eh 2 ol de rs ’s ow n stakeholder in te 3 ntio ns stakeholder 4
- 17. Enabling Solutions The concept of enabling solution refers to operative tools, able to help the user focus on a result and achieve it in a sustainable way. In carrying out this role they must bring a special type of intelligence into play: an intelligence that enables them to stimulate, develop and regenerate the ability and competence of those who use it.
- 20. Service Prototype It is a prototype of the service that is put in the real context (or a similar one), and allow the designer to test the interaction among users and touchpoint.
- 23. thanks 谢谢 grazie