A toolkit for the design of services

What is service design?

Service design is a method for improving the quality of your service. Those improvements are directed at both the users and staff of your organization. Innovating in services is not new. Every organization that provides services thinks seriously about improving the quality of its service at some point.

What is new, however, is that this innovation is approached from a human-driven way of design thinking. In this method, we start from the needs and requirements of users and look for solutions together with these users and other stakeholders. Ideas are swiftly crystallized using photos, drawings and models and systematically reviewed with the users.

In service design, a wide range of disciplines come together, such as ethnography, consumer research, interaction design, product design, industrial design, service marketing and corporate strategy.

How we can help

With this toolkit you will be able to do most by yourself. However, it is recommended to hire an external consultant to moderate the workshops and to guide you through the process.
Feel free to contact us at info@servicedesigntoolkit.org.


This work is licensed under a Creative Commons Attribution-NonCommercial 3.0 Unported License.

Creative Commons License

In this toolkit you will find…

  • A poster with an overview of the service design process
  • A manual with an introduction about service design and a step-by-step plan
  • A set of ‘technique’ cards that explain how best to use each technique
  • A series of portraits that you can use throughout the development process
  • Workshop material for each technique there is material that you can download

Upcoming training sessions

This toolkit is also used in one-day training sessions. The various techniques and tools proposed in the toolkit are explained, and some touch and feel with some of the techniques is also possible. You may always contact the authors if you are interested in hosting a dedicated training session for your company.

Mailing list

By signing up to our mailing list you will be notified by e-mail of our service design trainings at Namahn in Brussels.