Experience Surveying

Published on April 9, 2019 by in , ,

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In order to measure the difference between expectation and experience, administer two identical surveys – one to measure users’ expectations of service quality within a generic sector, and one to measure users’ actual experiences of service quality for a specific organisation. Analysing the gaps between the two leads to insight and opportunities. The trick (as […]

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Offering Map

Published on April 8, 2019 by in , , ,

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There is no standard format for this tool: the offering could be described in words or could be illustrated by images, but most frequently it is visualised through a graph. This instrument could support the elaboration of the service idea as well the development of some specific solutions. It could be a tool for the […]

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This realistic simulation is certainly one of the best ways for visualising human behaviour and for sharing even its least describable qualities with the specific recipients. Service prototypes can be rudimentary, comprising of acted-out scenarios with hand-sketched scenes or improvised props. Conversely, they can be detailed mock-ups of systems, props, environments, and “trained staff” – […]

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Storyboards often focus on a main character whom the audience will follow through the service, but the most important thing is to tell a story about how the service works. Use your service blueprint as a starting point, and think about explaining it in a story format. You will need to think about who your […]

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Brainstorming

Published on April 5, 2019 by in , ,

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You should first establish the purpose and topic of the brainstorming session. Everyone in the group then calls out their ideas spontaneously and writes them down to be analysed later. Follow the five key rules of brainstorming: All ideas are acceptable; judgement is ruled out until the process is complete Freewheeling is welcome: the wilder […]

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Fresh Eyes

Published on April 4, 2019 by in , ,

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First, define the problem or issue. Then, randomly select alternative viewpoints and predict how people might respond to the following questions: What would be important to them here? What aspect of the topic would they focus on? What ideas and approaches might they have? Reflect on the possible responses and ask/challenge yourself Might this work […]

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Provocation

Published on April 3, 2019 by in , ,

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Verbally express an extreme or outrageous scenario that would necessitate completely redefining how you approach an issue. Then, select the ‘simple rule’ that seems to be central to the way people currently think about the issue. Eliminate or drastically modify these elements in a scenario that describes a new situation and makes it seem real. Be […]

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That is Impossible!

Published on April 2, 2019 by in , ,

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Make a list of things that are currently widely accepted as being impossible, eg It is impossible to… …get laboratory results instantly …know if a patient is going to turn up for an appointment until they actually present at reception …get someone home exactly when we plan to For each item on the list, have […]

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Six Thinking Hats

Published on March 30, 2019 by in , ,

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Someone in the group ‘puts on’ the blue hat to become the session leader. The wearer of the blue hat will then agree with other group members on the most useful order of hats to use, and will coordinate their subsequent use, keeping a check on time. Note that the colours of the hats naturally carry […]

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Affinity Diagram

Published on March 29, 2019 by in , , ,

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You can do this design activity in the following way: firstly, phrase the issue under discussion in a full sentence e.g. ‘Why are patients waiting so long for test results?’ and participants then silently record their responses on post-it notes. As a minimum, they should use a noun and a verb; ideally there should be four […]

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The service concept is described by representing all the different touchpoints through realistic images that make them visible and give a quick idea of how the service will work, how it will be perceived and how it will improve the user experience. Example: Health Connect is a future service concept designed to improve access to […]

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Service Image

Published on March 27, 2019 by in , , ,

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The Service Image aims to support the dialogue with stakeholders and provide a vision of the service. It also supports the discussion around concepts, eliciting prompt responses to the prominent aspects of every idea. The picture uses a simple visual language to illustrate a possible situation in the use of the service; using overlapping sketches […]

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Poster

Published on March 26, 2019 by in , ,

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Through the creative elaboration of the poster you can imagine how the new service could be launched on the market and perceived by users. The design activity gives the opportunity to understand the link between the service idea and the existing reality. On the other hand, it could be an effective way of visualising the […]

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Elements are used to represent the service components and to better explain an idea to other members of the team. Prototyping is a design activity supporting the visualisation of ideas and a way to ensure that all the members of the team are talking about the same thing. It also contributes to making the process […]

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