The Method’s Focus: Service Process

These methods help you to get more information about the certain components of the existing service, such us user, service, service process or touchpoints. In addition, they can also help you to understand, visualise or verify the service that you are developing. For example, to get more information about the service user you can use User Diaries, Bodymapping, Interview or Service User Journey. Then, to understand of service itself you can adapt for example Actors Map, Process Analysis or System Map. Furthermore, to get familiar with service processes you can employ Service Safari, Service Storyboard, Scenario or Roleplaying. And to explore touchpoints you cab use Evidencing, Service Blueprint, or Service Prototype among others.

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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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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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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. The prototypes could be a physical model of a specific touchpoint, a sketch or a sign. It could also be a role-play which focuses on the service’s interactions. The […]

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Create your blueprint on a large piece of paper or a wall. Map out all the main stages of the service journey as headings and use them as a guide. Start at the beginning of the service journey and imagine all the interactions and touchpoints which the user will encounter. Write these on post-it notes; […]

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Scenarios are imaginative stories that can be presented through a variety of media including texts, illustrated storyboards, videos, film, or short plays and can feature multiple characters to describe different service interactions. To create an effective scenario, first define a set of characters who will use the product or service you are designing. Consider the […]

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In role playing, different stakeholders can be involved such us doctors, nurses and patients, to simulate the environment, activities and roles involved, for example, role playing an operating theatre scenario (see above). Each member of the team is allocated a specific role, behaving in the situation according to role assumed. In this way the team […]

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Steps are agreed with users and/or those familiar with the process and mapped out. There are many process analysis tools – Failure Mode and Effect Analysis (FMEA) is particularly well suited to support design development – FMEA is a step-by-step approach for identifying all possible failures in a design, a manufacturing or assembly process, a […]

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You could focus on the specific sections of the service (eg. staff, environment), which could be done by visiting a service and using it. That way you will be able to understand how the service works and what the experience is like. When carrying out a Service Safari you should think about: What different stages […]

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The map should cover all the different stages of a service, from when a user first hears about it, through to signing up and eventually finishing with the service. It should show all the different touchpoints involved (e.g. people/ information/products/places). Touchpoints could include the people the user spoke to, information seen, products used and the […]

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