©2018 for Home and Belonging by Open Change

Resources

Tools and Methods of Service Design, as introduced at the event and additional ones.

Brainstorming

Brainstorming is a method of generating a large number of ideas in a short period of time.

 For it to work well, there are a few rules:

• Postpone and withhold your judgement of ideas

• Encourage wild and exaggerated ideas

• Quantity counts at this stage, not quality

• Build on the ideas put forward by others

• Every person and every idea has equal worth


In practice, it is useful for the team to write ideas (short, no more than a sentence) on a sticky-note – a facilitator reads it out and sticks it on the wall, so ideas are shared and built upon.

Journey Mapping

Journey maps show services/experiences visually from the citizens’ point of view.

WHY USE IT?


Journey maps highlight ‘painpoints’ - where things don’t work well in current services and areas where opportunities exist for improvements.


HOW DOES IT WORK?


Text and visuals are used to map out the person’s experience over time in terms of the things they do, who and what they interact with and their level of satisfaction over time. Channels means things like face-to-face, letter, telephone, email, social media.


WANT TO KNOW MORE?


A short video you can watch.

Click the image to download a printable PDF Template of Journey Map.

Click to download a printable A3 Journey Map Template

Empathy Mapping

Empathy map helps you see the world from a citizen’s point of view – what do they see and hear, what might motivate them or hold them back – what are their hopes and fears?

WHY USE IT?


Understanding how other people experience the world is key to finding problems worth solving. This could be a useful tool to pull together your research.


HOW DOES IT WORK?


Working either on your own, in pairs or small teams – draw the person whose point of view you want to understand in the the central circle. Work your way around the page, filling in answers to as many questions as you can.

WANT TO KNOW MORE?

Click the image to download a printable PDF Template of Empathy Map. 

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Prototyping

A prototype serves to provide specifications for a real, working system rather than a theoretical one.

WHY SHOULD I USE IT?


Prototyping makes our thoughts tangible, it allows others to experience the concept, it improves our thinking, it tests quickly if something works, it communicates concepts far better than words, and invites other people to improve it.


HOW DOES IT WORK?


You can use lots of methods such as journey maps, mock-ups of forms, ads etc), in-use scenarios (desktop walkthroughs or service walkthroughs on video), websites, sketches, personas and role plays. It emphasises the approach of doing, not talking.

WANT TO KNOW MORE?

Click the image to explore Doing, not talking in detail. 

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Personas

Personas are a series of fictitious characters created to represent different groups of people. Each persona is based on interviewing real people and bringing together their characteristics, experiences and needs.

A persona gives us a believable, but anonymous character to design for.


One of the most important reasons to create personas is for everyone to share a common understanding of the range of people who you support so that your team meets everyone’s needs – rather than a ‘one size fits all’ experience that suits the people running the organisation.


Personas provide a range of different perspectives on your project and the service you provide. It helps you and your team focus on others – rather than designing for yourself, the loudest person in the room or the most senior person in the room.


Anonymity is important – sometimes people are in a dangerous or volatile situation or sometimes people simply don’t want their friends, family or employers to know what they have spoken about.

WANT TO KNOW MORE?

Click the image to download a printable PDF Template of Personas.

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Storyboarding

Storyboards communicate a new service by visualising people’s interactions. They use a technique from film making to focus on a person's experience of using your service. Storyboard development is great way to prototype your service concept.

WHY SHOULD I USE IT?


Storyboarding tells a real human story of the experience. When you are introducing something unfamiliar, pictures are easy to grasp.


HOW DOES IT WORK?


A service storyboard shows different touchpoints and the relationships between them and the user.

WANT TO KNOW MORE?

Click the image to see how Thinkpublic used storyboarding to show an entire service encounter at Argos through a three page comic.

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WHY SHOULD I USE IT?

 

This tool allows you to really understand how any business works, providing a key overview of the whole business model on one page.

HOW DOES IT WORK?

Download your Business Model Template here.


WANT TO KNOW MORE?

Click the image to read the guidebook. 
Empathy Map and Value Proportion Canvas are other canvases which can be used to map out some elements of your business model. 

Ashton McGill's Business Model Canvas - Guidebook for Innovators and Gamechangers.

It is a creative tool used to map out your business, allowing to design, challenge and improve your business model or to create one for a new business idea. 

Business Model Canvas

Find other service design tools and methods by clicking this button.