Service design innovates (creating new) or improves existing services through research, developing ideas and testing customer experiences. It is all about making services we deliver more useful, usable, desirable and enjoyable for clients. Every touchpoint within the client’s interaction with a product or a service is designed to deliver experiences based on the brand’s promise, and to respond to customer needs and expectations.
Customer Journey Map is used as one of the main tools shared across service design. It captures customers emotions and experience throughout the service model. It also helps to ideate the future aspirational customer experience. It is followed by a detailed Service Blueprint that breaks down all of the processes, policies, teams and digital setup behind the service experience. Every touchpoint within the client’s interaction with a product or a service is designed to deliver experiences based on the brand’s promise, and responding to client needs and expectations.
SERVICE DESIGN TOOLKIT
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Introduction to Service Design Workshop Materials
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Ideation and Inspiration Cards
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Customer/ User Research / Interviews
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Customer / User Personas
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Empathy Map
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'As Is' Customer Journey Map
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'To Be' Customer Journey Map
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Service Scenarios
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Synthesis Wall
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Service Blueprint
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User Stories
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UX Design / Design Wireframes
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Service Stakeholder Map
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Prototyping
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Service Value Proposition Canvas
There are several posts and additional resources related to service design practical application in the INSIGHTS section with case studies and detailed analysis from across industries ( including financial services and investment management, private banking and luxury, or travel ).