a brief description of some relevant service design tools to be used during the DESIS Workshop in Jianan University (Wuxi, China)

1. Service Design
Tools

2. Poster
The service poster is a simulation
of a future advertising of the
service. It is useful in the design
phase to understand the most
important features that should
be communicated as well as the
communication style.

3. Poster

4. Storyboard
The storyboard is the
representation of use cases
through a series of drawings
or pictures, put together in a
narrative sequence, in which the
action represented are equally
relevant.
The service storyboard shows
the manifestation of every
touchpoints and the relationships
between them and the user in the
creation of the experience

5. System Map
The system map is a visual
description of the service
technical organization: the
different actors involved, their
mutual links and the flows of
materials, energy, information
and money through the system
it is a TECHNICAL DRAWING for
solutions

6. secondary stakeholders
PLATFORM ORGANIZATION-
LAYOUT
upstream the system map is normally not
MAIN STAKEHOLDERS downstream
used to present your idea to the
public. It is a tool that is used in
the design process, and all the
platform members of the team (designer or
boundary not) should be able to modify and
integrate it.
secondary stakeholders It is better to fix some simple
rules.
system
boundary

7. material flows information flows financial flows
core PSS
performance PLATFORM ORGANIZATION-
ARROWS and PICTOGRAMS.
alternative PSS
performance,
implementation or
back office flows

8. AN EXAMPLE.
Only main/consistant flows are
indicated at this stage, to prevent
from confusion.

9. Interaction
action 1 action 2 action 3 action 4 action 5
actor 1
actor 2
FRONT OFFICE
ACTIONS table
visibility line
actor 3
BACK OFFICE It is a tool used to support
ACTIONS
strategic decision.
actor 4
The starting point is the
TIME
storyboard, that is expanded
to describe all the interactions
between different actors.
The process can be read
horizontally, actors by actors, in
order to get a description of the
role and the activities of each
figure, but the process can also
be read vertically in order to find
the correspondences between the
activities of the different subjects.

10. Actors Map
The Actors Map represents the
system of actors and their mutual
relations, to provide a systemic
view of the service and its context.
The map is built from a certain
point of view (for example the
user), that becomes the centre of
the system.

11. ACTORS MAP, AN EXAMPLE.

12. ACTORS MAP, AN EXAMPLE.

13. ACTORS MAP, AN EXAMPLE.

14. Motivation
Matrix
The aim of the motivation matrix
is the understanding of the
connexions between the different
actors of the system.
When creating a motivation
matrix the designer assumes the
point of view of each stakeholder
involved.

15. b
to Motivation
Matrix
brings
stakeholder stakeholder stakeholder stakeholder
1 2 3 4
stakeholder
1
. what each actor brings
. what each actor takes out
st
ak
stakeholder eh
2 ol
de
rs
’s
ow
n
stakeholder in
te
3 ntio
ns
stakeholder
4

16. Motivation
Matrix

17. Enabling
Solutions
The concept of enabling solution
refers to operative tools, able to
help the user focus on a result and
achieve it in a sustainable way. In
carrying out this role they must
bring a special type of intelligence
into play: an intelligence that
enables them to stimulate,
develop and regenerate the
ability and competence of those
who use it.

18. Enabling
Solutions

19. Enabling
Solutions

20. Service
Prototype
It is a prototype of the service
that is put in the real context
(or a similar one), and allow the
designer to test the interaction
among users and touchpoint.

21. Service
Prototype

22. Service
Prototype

23. thanks
谢谢
grazie