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An Overview of Service Design

What is service design? What are the benefits of a service design approach? Why engage in service design now? How does service design compare to other innovation methods? What are service design methods and tools?

 

Key principles of Service design:

(i) aims to create services that are useful, useable, desirable, efficient, and effective. 

(ii) is a human-centred approach that focuses on customer experience and the quality of service encounter as the key value for success. 

(iii) is a holistic approach that considers in an integrated way strategic, system, process, and touch-point design decisions. 

(iv) is a systematic and iterative process that integrates user-oriented, team-based inter- disciplinary approaches and methods in ever-learning cycles 


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Beverley - expressherstyle's curator insight, February 17, 5:37 AM

Key points on the definition and uses of service design.  Are there any others?  Please add comments below.

DESIGN THINKING | methods & tools
Design Thinking is more than a method. It´s a mindset. www.denkpionier.de
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Rescooped by Michael Sabah from Service design thinking
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10 steps to Personas

10 steps to Personas | DESIGN THINKING | methods & tools | Scoop.it

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10 signs you may be a design thinker

Design thinking is a process, and those who practice it here at the d.school probably identify with most, if not all, of these 10 attributes. Now, on to the list!
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» Festival Design DNA | Using service design too inspire people-centred innovation in the arts & cultural sector

» Festival Design DNA | Using service design too inspire people-centred innovation in the arts & cultural sector | DESIGN THINKING | methods & tools | Scoop.it
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Rescooped by Michael Sabah from Designing design thinking driven operations
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[SIS] Innovation & Designing for Impact

lecture in a series from Strategic Design & Management Summer Intensive at Parsons the New School for Design http://parsons-sis2014.tumblr.com


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Michael Allenberg's curator insight, July 22, 9:18 AM

WOW! Just wow!!!

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Full Toolset

Part of the Festival Design DNA project from the Edinburgh Festivals Innovation Lab. See design.festivalslab.com for full context & details
Michael Sabah's insight:

Good overview about actual tools

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How to Use Persona Empathy Mapping | UX Magazine

How to Use Persona Empathy Mapping | UX Magazine | DESIGN THINKING | methods & tools | Scoop.it

Empathy: it’s a buzzword in the UX design world. Everybody’s doing it! But what exactly are they doing? There isn’t a quick “Empathy Filter” that we can apply to our work or our team, no formula to pump out results, and no magic words to bring it forth. There is, however, a simple workshop activity that you can facilitate with stakeholders (or anyone responsible for product development, really) to build empathy for your end users. At Cooper, we call it Persona Empathy Mapping.


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Terry Patterson's curator insight, July 20, 7:11 PM

Yet another way to find out details about users in a very creative and practical way. The empathy mapping workshop from Cooper reminds us how important it is to consider "context" in our design work. This is an activity that may cost a bit of time and effort, but when it is well done, it delivers great insight for any design team. 

malek's curator insight, July 21, 7:13 AM

An excellent example of the how to use design thinking in producing this highly informative empathy map.

Juwaeriah Abdussamad's curator insight, July 22, 1:22 PM

A great way to break into mental models!

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Transforming Customer Experience: From Moments to Journeys

Why do companies need to manage the entire customer experience? New analysis reveals that the entire customer journey - the series of interactions with a brand…

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10 Golden Rules of Design Thinking: Promoting collaboration and innovation in your teams

10 Golden Rules of Design Thinking: Promoting collaboration and innovation in your teams | DESIGN THINKING | methods & tools | Scoop.it
Design Thinking to promote collaboration and innovation in your team

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Inspire: Ideo’s Design Thinking For Educators Toolkit (Second Edition) | Design Minds

Inspire: Ideo’s Design Thinking For Educators Toolkit (Second Edition) | Design Minds | DESIGN THINKING | methods & tools | Scoop.it

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Design Thinking – 10 Ideas for Creating a Design Culture | blur Design

Design Thinking – 10 Ideas for Creating a Design Culture | blur Design | DESIGN THINKING | methods & tools | Scoop.it
Having the right culture can help you break down problems and bring your designs to the next level.

Via Fred Zimny, Marc-Andre Berclaz
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Design Thinking for Entrepreneurs and Small Businesses - Free eBook Download

Design Thinking for Entrepreneurs and Small Businesses - Free eBook Download | DESIGN THINKING | methods & tools | Scoop.it
Design Thinking for Entrepreneurs and Small Businesses http://t.co/dFhnl1Msgp

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Fjord Service Design Academy: A business case for transformative serv…

Nancy Birkhölzer and Melanie Wendland from Fjord’s Service Design Academy delivered a keynote at the Service Design Conference organized by the German chapter …
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JAMK University of Applied Sciences Service design toolkit english

The tools presented here are a means for you to analyze your thoughts. By seeking the answers to their questions, you may realize something essential about you…

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Raquel Oliveira's curator insight, July 12, 11:37 AM

Desenho de servicos em ciencia.

Gostei do grafico que divide a utilizacao das ferramentas em 4 etapas:

1- definir

2- aprender

3- resolver

4- testar

#avancee

Rescooped by Michael Sabah from tourism storytelling
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Fab Storytelling Secrets From 3 TED Talks

Fab Storytelling Secrets From 3 TED Talks | DESIGN THINKING | methods & tools | Scoop.it

"When I decided to write an article on brand storytelling inspired by TED talks, I went about it all wrong.

 

Scouring YouTube for tactics, elements, and components of brand storytelling, I was aiming to find five or ten (or 17) actionable tips that you can use to tell you brand’s story.

 

I was already boring myself to death and I hadn’t even begun to write.


Via Gregg Morris, Karen Dietz, Andrea Rossi
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Ken Schneider's curator insight, July 23, 11:49 AM

Very good POV on story and some interesting TED Talks - especially Nancy Duarte. Worth your time!

Karen Dietz's curator insight, July 23, 6:37 PM

Fellow curator Gregg Morris discovered this gem for his Story and Narrative curation and I thought you should know about it too.


3 TED talks are featured here and they are all worth watching. The first one from Andrew Stanton on the Clues To A Great Story I've curated before. It's a keeper. 


The second one from JJ Abrams is new for me -- and I love it. It's all about adding mystery into the storytelling toolbox. As the author of this post Julie Newmark says, "For example, creating puzzles to solve, challenges and even small adventures within your brand stories, you are involving customers and inspiring them to use their minds together as they seek to discover more. Engagement and connection to your brand is the point here and using mystery creates the potential for taking it all to a deeper level." Right on!!


And the third video from Nancy Duarte focuses on one of the most powerful dynamics for moving people to action -- before and after pictures.


Have fun with these and incorporate these lessons into your business storytelling.

A.K.Andrew's curator insight, July 27, 12:02 PM

Stories need to be captivating from the beginning or you'll bore the pants of your audience, whether it's fiction or brand storytelling.

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Business Innovation by Design

Business Innovation by Design | DESIGN THINKING | methods & tools | Scoop.it
Business Innovation Design is a model that guides organizations in the
process of becoming an innovation leader through the merging disciplines of
design thinking and business thinking.
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A storyFirst Approach to Human-Centered Design | Installment #2 @ the…

When we design for experience, subtle and peculiar shifts come into play that demand a uniquely empathic way of thinking about our practice. We’re no longer de…

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Watching The power of Human-Centered Design - YouTube

We are experiencing a digital revolution, and to stay ahead companies need to delight their customers. Human-Centered Design is a strategy that places the us...

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Innovation Leadership through Business Design

Business Innovation by Design is multidisciplinary framework that guides businesses on what and how to innovate and grow. In a hyper-competitive market, business can no longer compete by using one discipline as single source of value creator for growth. Business must combine multiple disciplines to enable a holistic approach in innovation.


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4 Stages of the Customer Experience Journey: Real-Life Lessons in Retail

4 Stages of the Customer Experience Journey: Real-Life Lessons in Retail | DESIGN THINKING | methods & tools | Scoop.it
Where does your customer experience stand? It’s a broad question that any business owner, large or small, must answer if they want to truly differentiate and engage with customers. Whether your bus…

Via Thomas Faltin, Fred Zimny
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Wendy Brown Singer's curator insight, July 23, 11:39 AM

Even though the author focuses on the life cycle of a retail customer, this can apply to software and SaaS products. Where the SaaS cycle diverges is in the Usage stage; the author states that you lose control at this point. I would say that in SaaS, your continued support of the product will help keep your customers feeling warm and fuzzy about their purchase.

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The Pixel Lab 2014_Lance Weiler_Empathy, Story & Code - Part 1

Lance Weiler, Story Architect and Co-Founder, Reboot Stories
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The Power of Empathy

What is the best way to ease someone's pain and suffering? In this beautifully animated RSA Short, Dr Brené Brown reminds us that we can only create a genuin...
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HITD 201: Design Thinking Lecture 1 - Introduction

Introductory lecture on Design Thinking given by Mark Billinghurst as part of the HITD 201 course taught at the University of Canterbury.

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Autodesk-2.png (1513x1097 pixels)

Autodesk-2.png (1513x1097 pixels) | DESIGN THINKING | methods & tools | Scoop.it
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Technique to Create Irresistible Storytelling

Technique to Create Irresistible Storytelling | DESIGN THINKING | methods & tools | Scoop.it
Learn how to turn readers into buyers with an engaging, audience-first storytelling strategy. Demian Farnworth reveals the creative technique in six steps.

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Karen Dietz's curator insight, July 14, 10:02 AM

Business storytelling can be as simple or complex as you want to make it. This article borders more on the complex side because it talks more about how to use storytelling as an ongoing strategy than a one-off activity.


The article by Demian Farnworth for Copyblogger focuses on creating a content strategy using narrative structure to generate an ongoing brand narrative. But wait! If you are a corporate executive, this idea applies to you too!!


Anyone in business or an executive can take the process outlined here and use it to map the stories you want to tell -- in a way that generates a consistent voice, image, vision, and brand.


What I particularly like is the attention paid to creating a visual storyboard. Storytelling is all about conveying images, not information. So the practice of visual planning and storyboarding here is very valuable.


The only piece that's missing is listening for stories from your audience and incorporating those into your story mix. That builds greater loyalty.


Dig into this article and use the process here to upgrade the quality of your business storytelling.


This review was written by Karen Dietz for her curated content on business storytelling at www.scoop.it/t/just-story-it 

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People Don't Care About Your Brand

Three business basics to always remember! People don't care about your brand. They care about what you can do for them. Back to basics... Give people what they…


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Michael Allenberg's curator insight, July 17, 8:34 AM

Creating a Brand Experience that resonates in today's digital economy requires carefully crafted User Experiences in alignment with the Three Principles in this deck!