2. DT
SERVICE =
“any activity or benefit that one party
can give to another, that is essentially
intangible and does not result in the
ownership of anything”
(Philip Kotler)
designthinkers
3. DT
SERVICE =
an intangible product we experience
in time through multiple touch-points
and channels
designthinkers
4. DT
SERVICE DESIGN =
designing and arranging the
interaction between service provider
and end-user with the use of creative
processes and methods
designthinkers
5. DT
OUR GOAL
designing innovative systems so our
clients can deliver the best possible
services
designthinkers
7. DT
1 DISCOVERING / business
a research into:
> organisations characteristics and goals
> vision, mission, culture
> existing services (blueprint/ systems)
> KPI’s, emotional KPI’s
designthinkers
8. DT
1 DISCOVERING / business
a research into:
> context (stakeholders)
> benchmarking
designthinkers
9. DT
1 DISCOVERING / business
DELIVERABLE
> context map
> examples from the market
designthinkers
10. DT
1 DISCOVERING / experience
a research into:
> customer journey
> experiences from end-users and front office
personal
> social space (ethnographic fieldwork)
designthinkers
11. DT
1 DISCOVERING / experience
DELIVERABLE
> mapping customer journey and all
touch-points
> analyses and recommendations
designthinkers
12. DT
2 CONCEPTING
> developing ideas together with end-users and
client (interviews, brainstorms, workshops)
> prototyping
> moodboard
designthinkers
