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.

In this toolkit you will find…

• A manual An introduction to service design and a step-by-step plan.
• Service design techniques Seven posters showing the main techniques to use in the different steps. For certain techniques there is a template which you can download from this website.
• Workshop materialsThis toolkit also holds a number of tools which you can use in your own workshop: 4 sheets with persona cards and 6 sheets with touchpoint cards. From this website, you can download 5 different workshop posters scaled to size A1 and A0.

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