All approaches to explore, design and implement excellent customer service.

1. This is Service Design
in 25 useful tools
Tijs Wilbrink
Methods from `this is
service design thinking`

2. All service design methods in one overview
The profession of service design
has lately been enriched with several
methods and tools.
This is an overview of available
methods and tools to design better
customer experiences.
This document is best used with a
problem of opportunity in mind, and
select your best next step from the
variety of available methods.

3. Why do we, or should we use service design?

4. Chapter 1 of 3
Using service design tools for exploration
Distinctive
customer experience
Valuable
services
New market
opportunities

5. Tools for Exploration
#1 Stakeholder mapping to plan for influence and change
Visual
representation of
stakeholders to
analyse and plan
upon.

6. Tools for Exploration
#2 Go on a service safari out into the wild and experience

7. Tools for Exploration
#3 Use contextual interviews to observe behaviour

8. Tools for Exploration
#4 Use mobile ethnography to observe from the outside

9. Tools for Exploration
#5 Or use shadowing to observe while mingling in.

10. Tools for Exploration
#6 Use customer journeys to structure your processes

11. Tools for Exploration
#7 Or the 5 why’s to get down to the core of the problem
Training
Car won’t start

12. Tools for Exploration
#8 Cultural probes to gather more information

13. Tools for Exploration
#9 Use ‘a day in the life of’ for a complete customer view

14. Tools for Exploration
#10 Map customer expectations

15. Tools for Exploration
#11 Use personas for stress tests on customer segments

16. Chapter 2 of 3
Using service design tools to create and reflect

17. Tools to Create and Reflect
#12 Use idea generation to create ideas

18. Tools to Create and Reflect
#13 Ask “what if”-questions to provoke thinking

19. Tools to Create and Reflect
#14 Design scenarios as alternative futures

20. Tools to Create and Reflect
#15 Leverage storyboards for visualisation

21. Tools to Create and Reflect
#16 Play with desktop walkthroughs to make it visible

22. Tools to Create and Reflect
#17 Prototype your services and simulate

23. Tools to Create and Reflect
#18 Create a safe environment with service staging

24. Tools to Create and Reflect
#19 Develop fast and responsive with agile methods

25. Tools to Create and Reflect
#20 Use co-creation to involve other stakeholders

26. Chapter 3 of 3
Using service design tools for implementation

27. Tools for Implementation
#21 Use storytelling for better comprehension

28. Tools for Implementation
#22 Interact with your staff through service roleplay

29. Tools for Implementation
#23 Link journeys to process with service blueprints

30. Tools for Implementation
#24 Gain insight with customer lifecycle maps

31. Tools for Implementation
#25 Create your new business model using the canvas

32. End
Get out there and get it going