Service Design Toolbox

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A collectively built toolbox of service design-related methods, tools and tricks — gathered during Service Design Drinks in Berlin on March 21 by all participants.

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In its essence, services are intangible and we only perceive them through artefacts and interactions. So, how can we “see” them before they exist? “Being visual” is one of the first rules for any brainstorming session. It is a common strategy to communicate ideas, data, service and business concepts. The second Service Design Drinks of 2015 was about the basics of visual literacy and how we can apply them to support the design of services. Our new team member Mauro Rego gave an introduction and demonstrated tools and examples of visualisation in service design. It took place at the great Service Innovation Labs’ office in Berlin-Kreuzberg.

Being Visual / Service Design Drinks

Service Design Berlin

Service Design Berlin / Prototyping Public Services at Gov Jam Berlin 2015

Service Design Berlin

After a little summer break Service Design Drinks came back for the serious things in life: How do you design for financial services? What are the special challenges when working on experiences around people’s future well-being and prosperity? How do you build trust? Or even turn future financial planning even into a little fun? Nina Birri and Sebastian Frederick Müller are service designers at SI Labs in Berlin and were the evening’s guest speakers. Sebastian designs for financial technology since 2011, most prominently working on mobile applications for ING-DiBa. Nina has a background in business and economics and previously led design thinking projects for the Zürcher Kantonalbank. Their lightning talk on ‘Designing for Financial Services’ was followed by an interactive hands-on exercise. Afterwards there was time for drinks and mingling.

Designing for Financial Services / Service Design Drinks

Service Design Berlin

User Research / Design Thinking Meetup in Warsaw

Service Design Berlin

The internet of things is surrounding us. We are wearing fitness bands around our wrists, have scales in our bathroom connected to our smartphones and a smoke detector to send us a notification in case of fire. How can we integrate this new generation of connected products into existing or new services? How can we incorporate them into services ranging from the smart home to smart car to smart city? This special edition of Service Design Drinks took place at Fab Lab Berlin and invited service designer, service innovators, makers and entrepreneurs to discuss the application and integration of connected things into future services. Three speakers from renown companies gave short input talks, followed by an interactive session and time for further exchange. The guest speakers were: • Hannes Jentsch, Independent Design Consultant • Thomas Schörner, Design Lead IoT, SAP • Ricardo Brito, UX & Service Designer, Futurice

Service Design & the Internet of Things / Service Design Drinks

Service Design Berlin

Companies need to learn how to apply service design themselves – instead of relying only on external experts. This edition of Service Design Drinks followed a pragmatic approach that provides best practices on bringing knowledge and experience in-house. We discussed different learning concepts that address various stakeholders ranging from front stage staff to managers. An essential part of the conversation shed light on boundaries and pitfalls as this is an important aspect of learning as well. Furthermore dos and don’ts of ‘learning how to service design’ were discussed. This edition took place at BCG Digital Ventures amazing Mitte office. The speaker was Manuel Großmann, co-founder of Fuxblau.

Bringing Service Design In-House / Service Design Drinks Berlin

Service Design Berlin

Service design is en vogue. These days even the most hesitating companies engage in little experiments with the ‘new discipline’. A myriad of methods and tools are taught and trained. ‘Mindsets’ we say have to be developed; philosophies shaped … And yet: Service designers still have a hard time legitimizing their ways of working to all these people in organization who do not seem to ‘get it.’ It still is hard to get really holistic service systems to work. When it comes to implementation, great experience concepts often face resistance not only from operations but also due to a lack of strategic direction. The problem is: When reasoning with top management, service designers are rarely on eye-level. This is not only because of current power structures but also because our notions of service design conceptualize the young field in a rather narrow way. Honestly, most predominant ideas of service design aren’t strategic at all. The HPI research fellow Jan Schmiedgen gave a glimpse into Service-Dominant Logic, an admittedly abstract but extremely handy theory of service, which provides you with a strategic lens on how to run your business, (re)define your market and even your industry boundaries. Amongst scholars Service-Dominant Logic is already perceived as a new marketing paradigm; a lens to view all economic activity in the world. For you as serve designers it might be a good foundation to base your strategic conversations with top-management on. If you really want to make ‘service thinking’ central to all our business activities, there is no getting around Service-Dominant Logic. The talk took place at the epicenter of the Berlin tech community – Factory Berlin in Mitte. Factory is the first and largest startup campus in Germany. With over 16,000 square meters of office space, Factory brings best in class technology businesses together with early stage startups and talents by providing an outstanding work environment, a curated community of founders and quality events.

Strategising with Service as Business Logic / Service Design Drinks

Service Design Berlin

Service Design Drinks started off into their 5th year. This edition discussed one of the most important services – education. Our own Manuel – who recently co-organised a summit on the future of education – shed light on educational services in Germany with focus on digital tools. He presented a study, discuss today’s challenges and potential approaches to them. To fit the topic the event took place at the ‘Evangelische Schule Berlin Zentrum’, known for its application of design thinking in the classroom.

Education / Service Design Drinks

Service Design Berlin

What do people use a service for? What problem are they trying to solve? This edition of Service Design Drinks introduced to a tool based on the increasingly popular jobs-to-be-done framework. It helps you to better understand problems with a fresh approach by examining contexts and describing desired outcomes. This edition’s presenters Thomas Hütter, Hannes Jentsch and Martin Jordan are system and experience designers at HERE, a Nokia business. In the past year they reviewed the internal design processes and explored new tools that are worth sharing.

Making jobs-to-be-done actionable / Service Design Drinks

Service Design Berlin

What does it take to improve existing public services? Or create new ones which better address citizens’ needs? Which stakeholders need to be involved in order to have real impact? Which organisational set-up is required to create public value? After recently visiting the ‘Politics for Tomorrow’ conference and being deeply inspired, we invited to an evening on ‘Designing services for the public’. While we discussed the basics in a meet-up two years ago, we took it a step further this time. What can we learn from international government labs for Germany? What are the pressing issues which need to be addressed? How can we as service designers contribute to this change? Looking at examples from other parts of the world our very own Katrin Dribbisch and Martin Jordan pitched idea of running a ‘Public Service Lab’ in summer 2016 in Berlin. The event took place in the brand-new office of Fjord Berlin in Prenzlauer Berg.

Designing Services for the Public / Service Design Drinks

Service Design Berlin

Destacado (10)

Being Visual / Service Design Drinks

Service Design Berlin / Prototyping Public Services at Gov Jam Berlin 2015

Designing for Financial Services / Service Design Drinks

User Research / Design Thinking Meetup in Warsaw

Service Design & the Internet of Things / Service Design Drinks

Bringing Service Design In-House / Service Design Drinks Berlin

Strategising with Service as Business Logic / Service Design Drinks

Education / Service Design Drinks

Making jobs-to-be-done actionable / Service Design Drinks

Designing Services for the Public / Service Design Drinks

Más de Service Design Berlin

Another Smart Mobility Talk!? Going beyond "self-driving somethings" and electric scooters. The future of cities could look bright with less movement and more self-reflection! Bastian Boss, Referent Smart City at the Deutsche Bahn, and Co-Founder of Faradgang e.V. presented and discussed ideas from two perspectives and takes an excursion on what happens if you combine a small grassroots bicycle initiative with a major mobility corporation. This edition of the Service Design Drinks was hosted and sponsored by our smart friends from Futurice in their new community space in Kreuzberg.

Service Design Drinks | The Future of Cities

Service Design Berlin

The second Service Design Drinks of the year brought Francesca Terzi - Service Design Lead at Designit - to nerd together about the possible futures of finance. As Service Designer, she believes that there are plenty of professionals out there who are also trying to understand what is happening in the fintech and finance world and also wondering what that means for them as professionals. Francesca is a passionate designer seeking to make a change in the financial sector through the application of User-Centered Design and Agile principles. In the past 7 years, she worked in the development of service MVPs covering UX, agile development and service process improvements in several sectors. Knowledge sharing is her driver and she co-organises the Service Design Drinks and Global Service Jam in Munich.

Service Design Drinks | Finance - What future do we wish for?

Service Design Berlin

In the first Service Design Drinks of the year, we’ll hear service designers Eva Hernando, Abi Golestanian, and Mireia Pumarola talk about how we at Fjord Berlin design for the future of healthcare. With rapid developments in topics such as gene therapy and personalised care, to name a few, it is more important than ever that we understand not only what these changes are but the driving forces behind them, so that we can adapt our current design processes to cater for such a challenging industry.

Future of Health Care | Service Design Drinks

Service Design Berlin

The September Service Design Drinks edition will discussed how to build active communities. Whether it is brands, services, or in-house communities of practises, everyone wants to create a community. But how do you actually build one that thrives? We had Kara Kane joining us as a guest speaker to tell us. Kara is the community manager for user centered design for the UK Government. She works with the 3000+ people strong community across the UK government to help departments grow UCD across government, help designers, content designers, and user researchers work better together, and support the sharing of UCD best practice across government. She earned an MA in Digital Experience Design from Hyper Island. Before, she worked as a consultant in insight and innovation consultancies helping clients like Samsung, L'Oréal, O2, Patagonia, and ESI Media understand their customers better. The September edition was hosted and sponsored by USEEDS. It took place at their central office in Friedrichstraße.

Building communities / Service Design Drinks

Service Design Berlin

To design effective user-focused services, we need to use data. We need to understand how people are using the service, what works for them and what doesn’t. There can be no service without data. But as designers, we have to focus on user needs. That means we need to address users’ data needs as well as their service needs. We must design good services based on good data that don’t infringe on people’s privacy. This means we have to look at questions like: what data is my service collecting? How and when is this data being used? Who has access to this data and who owns it? And how do we keep it secure? As service designers working with data on a daily basis, Maria Izquierdo and Martin Jordan want to raise awareness of the value of data to services. And they also want to discuss fundamental questions around what happens to that data. Maria is a designer interested in diversity, digital culture and the public. Martin helps create better public services in the UK and researches service innovation in Finland. Both Maria and Martin work as service designers at the UK’s Government Digital Service in London. This edition of Service Design Drinks was hosted at HERE in Berlin-Mitte.

Data & Services / Service Design Drinks

Service Design Berlin

Let’s get hands-on in April! Everybody loves LEGO bricks. It’s being increasingly brought into the boardroom rather than the playroom. Business skills trainer Julian Kea joined us to explain the magic behind LEGO and their methodology Serious Play and straightened out some misconceptions through practical tips and use cases. As a business skills trainer, Julian loves hands-on and brain-based workshop approaches. He has been using the LEGO Serious Play method and materials since 2013, mostly for strategy and team development. Together with Cori Moore, he founded the local #LSPmeetup community. The event took place at Zalando Tech’s amazing innovation space in Mitte. They also took care of both drinks and snacks.

LEGO Serious Play / Service Design Drinks Berlin

Service Design Berlin

The March 2017 event featured a talk by business designer Christian Rudolph on service design for the circular economy. Christian runs the consultancy ‘next cycle’ and focusses on resource-intensive business models in his work. Recently, IDEO and the Ellen McArthur Foundation released their Circular Design Guide which introduced more designers to the approach. So it was time for us to discuss the concept’s implications for service designers. Christian has years of experience in consulting industry heavy-weights like Philips and BASF, and helping them transform from linear product-focussed to circular service-oriented businesses. The evening event took take place on Wednesday, March 22nd.

Circular Economy / Service Design Drinks

Service Design Berlin

The Berlin spring drinks invite you to discuss and explore service innovation in the retail sector. What are business challenges? What are emerging drivers? What behavioural changes can be observed? Guest speaker Johannes Wrubel, an independent brand consultant, will give an introductory talk. Afterwards a hands-on session will make the topic tangible for you. It’s followed by open mingling at the beautiful Fjord Berlin office.

Service Innovation in Retail / Service Design Drinks Berlin

Service Design Berlin

This is the presentation Olga and Manuel gave during a 4-hour course at Gründerszene. The course gave an introduction into the topic service design. During interactive sessions 3 important service design tools were explored: Personas, User Journeys and the Service Blueprint. The slides are mostly in German. Gründerszene is the largest online-magazine for startups in Germany and also offers educational courses around important startup topics.

Service Design - Dienstleistungen erfolgreich gestalten und umsetzen (Gründer...

Service Design Berlin

4th Berlin Service Design Drinks took place at innovation consultancy Dark Horse’s beautiful office space. A short input talk gave an overview on how service design can be applied by start-up companies — and service designers can provide value for their young business. A follow-up exercise made one tool that’s being used more tangible. Afterwards there was plenty of time for conversations and drinks.

Service Design for Startups / Service Design Drinks Berlin

Service Design Berlin

Service Design: Dienstleistungen gestalten / IDZ Design & Company

Service Design Berlin

Public Service Design / Service Design Drinks Berlin

Service Design Berlin

Gov Jam Berlin 2013 Dokumentation

Service Design Berlin

What are you building? A digital product, you think? Think again! Almost certainly you are building a service, not a product – although your product managers, product owners and maybe even digital product designers make you believe the opposite. This 90 min workshop showed you why to consider your offer as a service. It introduced to a service mindset, characteristics of services as well as useful service design tools. The workshop consisted of short inputs and related hands-on sessions. The are the slides of the workshop’s input.

‘Servicise – thinking beyond products’ workshop @ NEXT 2013

Service Design Berlin

Visual Thinking / Service Design Drinks Berlin

Service Design Berlin

Storytelling in Service Design / Service Design Drinks Berlin

Service Design Berlin

Más de Service Design Berlin (16)

Service Design Drinks | The Future of Cities

Service Design Drinks | Finance - What future do we wish for?

Future of Health Care | Service Design Drinks

Building communities / Service Design Drinks

Data & Services / Service Design Drinks

LEGO Serious Play / Service Design Drinks Berlin

Circular Economy / Service Design Drinks

Service Innovation in Retail / Service Design Drinks Berlin

Service Design - Dienstleistungen erfolgreich gestalten und umsetzen (Gründer...

Service Design for Startups / Service Design Drinks Berlin

Service Design: Dienstleistungen gestalten / IDZ Design & Company

Public Service Design / Service Design Drinks Berlin

Gov Jam Berlin 2013 Dokumentation

‘Servicise – thinking beyond products’ workshop @ NEXT 2013

Visual Thinking / Service Design Drinks Berlin

Storytelling in Service Design / Service Design Drinks Berlin

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