Service Design

With the experience of having worked on many complex transformation projects, there was often a time where difficult questions had to be asked about the overall direction or scope of the project.

Service design typically is the creation of visual artefacts to help understand the bigger picture of a service. When considering a much broader user journey - this would often cross channels also beyond just the short-term digital solution.

Some examples of service design-related activities, workshops & subsequent outputs have included:

• Affinity-sorting large amounts of user research insights

• Design sprints - planning, facilitating and analysis

• ‘As-is’ service mapping - helping to identify existing service pain points

• ‘To-be’ service mapping - a future state map that shows how a service is going to change - again with user needs mapped against the various steps

• Eco-system mapping - helps visualise the wider experience and considerations of a particular user activity

• Speculative designs - visual mock-ups to help with difficult research topics that might be hard to describe with words alone

• Formal service assessment map - useful way to bring everything together, for example if having an ‘alpha’ service assessment

• Storymapping - a different way to visualise an experience with a beginning, middle & end that brings hope & confidence using real user insights