Service Design Workshops
Service design is a process in which the designer focuses on creating optimal service experiences. This requires taking a holistic view of all the related actors, their interactions, and supporting materials and infrastructures. Service design often involves the use of customer journey maps, which tell the story of different customers’ interactions with a brand, thus offering deep insights.
Marc Stickdorn and Jakob Schneider, authors of the bestselling book This is Service Design Thinking, provide five basic principles that underlie service design:
    1.
    User-centered, through understanding the user by doing qualitative research
    2.
    Co-creative, by involving all relevant stakeholders in the design process
    3.
    Sequencing, by partitioning a complex service into separate processes
    4.
    Evidencing, by visualizing service experiences and making them tangible
    5.
    Holistic, by considering touchpoints in a network of interactions and users
Process of the Service Design Workshop
Scope: Detailed project plan, prioritized scope of work, UX/UI mockups, your most optimal business decisions.
Duration: 1–5 days, In person or remote

Before the start checklist

    Is it human centric problem?
    How clear is the solution? (if clear – no need)
    How ambiguous and complex is the challenge?
    Is exploration safe for the organization?
    Can we get the feedback from target audience in the short terms?

Problem Identification

    History about the problem
    Market potential (volume, growth etc)
    Existent solution and what's missing

Challenge Definition

Identify a driving question that inspires others to search for creative solutions. Define better the current state & challenge the current understanding of right.
    Briefing
    Stakeholder mapping
    Research board
    Challenge reframing

Challenge Researching

Inspire new thinking by discovering what people really need.
    Desk research
    Persona description (jobs to be done, pains, gains)
    Customer journey
    Stakeholder interview
    Expert interview
    Ethnography (+auto-ethnography, journal)
    Substitute analysis (blue ocean)
    Reference wall
    Observation
    Interview Recruiting (direct, ad-hoc, snowball, social networks...)
    In-depth interviews
    Research triangulation
    Extremal users

Solution Ideation

Push past obvious solutions to get to breakthrough ideas.
    Doodling
    Brainstorm (+trampoline)
    Crazy8
    Brainwriting (6-3-5)
    3 slides
    Lean Canvas
    Now-How-Wow Matrix
    Ritual Dissent

Prototyping

Build rough prototypes to learn how to make ideas better.
    Clickable prototypes
    Agile / Scrum
    Value Proposition Canvas
    Scenarios & Storyboards
    Sprint Questions

Testing

Refine ideas by gathering feedback and experimenting forward.
    User Testing
    Surveying
    Product Analytics
    A/B Testing
    Focus groups
    The mom test

Publicizing

Craft a human story to inspire others toward action.
    Paper / article
    Presentation

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Design thinking workshops done

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Last modified 1yr ago