THIS IS SERVICE DESIGN THINKING

www.thisisservicedesignthinking.com

Cultural Probes

Information gathering packages via self-documentation

● Gain insight where observation isn’t practical● Inside someone’s head - emotions & values

http://teddyseyed.com/

Postcards “I feel homesick when…”“Studying here was…”

Log BookCommunication that migrant users had with their friends, family or colleagues overseas.

Map “Places I have lived,” “places where I have family,” “places where I have friends,” “places I have visited,” and “places I would live to live in the future.”

Camera

TRANSNATIONAL MIGRATION IN AUSTRALIA AMONGST STUDENTS In 2008, Shanthi K Robertson wanted to explore, qualitatively, a particular group of migrants to Australia who were rapidly increasing; international students who were applying for residency when they completed their degrees.

-collection of images returned included those from friends-log books provided and abundance of information, way more than interviews could have uncovered-patterns revealed about use of different technologies for staying connected.

https://www.behance.net/gallery/3229987/Engaged-App-Researchhttp://dominicp.com/2011/09/26/cultural-probes-ii/http://emilybatesblog.wordpress.com/2014/01/23/the-cultural-probe/

Customer Journey MapsInformation gathering packages via self-documentation

● Gain insight where observation isn’t practical● Inside someone’s head - emotions & values

http://pivotwerks.blogspot.com/2014/01/nyc-workshop-with-brightspot-consulting.html

http://www.adaptivepath.com/ideas/exploratorium-mapping-the-experience-of-experiments/

http://www.adaptivepath.com/ideas/the-anatomy-of-an-experience-map/

Service SafarisExperiencing a service “in the wild”

● Get service providers to experience the customer’s perspective

● Expose design professionals to exemplary service

http://continuuminnovation.com/service-safari-luxury-for-the-masses/#.VGWmSfnF9uI

Uber Service Safari by Continuum

Data management – in order to provide on-demand and reliable services, a robust backend is required to help track, aggregate, and present information back to your consumers as well as your staff.

Consistency – People expect consistency across digital channels as well as between physical and virtual touchpoints. Understanding what is important to people in diverse contexts is essential to designing this omni-channel experience

Integration – The proliferation of digital tools and providers is bombarding the consumer with choice. If services can understand what tools have been adopted and create partnerships rather than competitive products, the consumer will be more likely to adopt the new service.

Mutual Respect – Services that empower customers to own and author their experiences, which are delivered by empowered and passionate service staff can generate a positive feedback loop that contributes to service adoption and reuse.

http://liveworkstudio.com/tools/service-safari/

The Five Whys