design thinkers sd method

8/2/2019 Design Thinkers Sd Method

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SERVICE =

any activity or beneft that one partycan give to another, that is essentially

intangible and does not result in theownership o anything

(Philip Kotler)


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SERVICE =

an intangible product we experiencein time through multiple touch-points

and channels


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SERVICE DESIGN =

designing and arranging theinteraction between service provider

and end-user with the use o creativeprocesses and methods


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OUR GOAL

designing innovative systems so ourclients can deliver the best possible

services


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1 DISCOVERING

5 IMPLEMENTING

3 DESIGNING

2 CONCEPTING

4 BUILDING


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1 DISCOVERING / businessa research into:

> organisations characteristics and goals> vision, mission, culture

> existing services (blueprint/ systems)

> KPIs, emotional KPIs


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a research into:

> context (stakeholders)> benchmarking

1 DISCOVERING / business


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DELIVERABLE

> context map> examples rom the market

1 DISCOVERING / business


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1 DISCOVERING / experiencea research into:

> customer journey> experiences rom end-users and ront ofce

personal

> social space (ethnographic feldwork)


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DELIVERABLE

> mapping customer journey and alltouch-points

> analyses and recommendations

1 DISCOVERING / experience


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2 CONCEPTING> developing ideas together with end-users and

client (interviews, brainstorms, workshops)> prototyping

> moodboard


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2 CONCEPTINGDELIVERABLE

> tested service concept> visual concept


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3 DESIGNING> touchpoints (website, locations etc.)

> service system


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3 DESIGNINGDELIVERABLE

> service blueprint (a detailed service system)> look-and-eel


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4 BUILDING> building all touchpoints (platorm, physical

locations, media, training people)> organising


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4 BUILDING> developing marketing/ communication

strategy


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4 BUILDINGDELIVERABLE

> processes/organisation tested and ready orimplementation

> marketing/ communication strategy


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5 IMPLEMENTING> opening the shop

> inviting everyone in


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5 IMPLEMENTINGDELIVERABLE

> happy customers

> highly competitive service organisation


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design thinkers sd method

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