A non-service designers guide to service design

Work in progress

What is Service Design

The Interaction Design Foundation describes Service Design as “a process in which the designer focuses on creating optimal service experiences. This requires taking a holistic view of all the related actors, their interactions, and supporting materials and infrastructures. Service design often involves the use of customer journey maps, which tell the story of different customers’ interactions with a brand, thus offering deep insights.”

Design Council

Yosef Shuman

Read more about Service Design on Yosef’s website

Service Design Principles

Principles from This is Service Design Thinking

Marc Stickdorn and Jakob Schneider principles of service design are:

  1. User-centered, through understanding the user by doing qualitative research
  2. Co-creative, by involving all relevant stakeholders in the design process
  3. Sequencing, by partitioning a complex service into separate processes
  4. Evidencing, by visualizing service experiences and making them tangible
  5. Holistic, by considering touchpoints in a network of interactions and users

Principles from Good Services

Lou Downe’s 15 principles of good service design say that a good service must:

  1. Enable a user to complete the outcome they set out to do
  2. Be easy to find
  3. Clearly explain its purpose
  4. Set the expectations a user has of it
  5. Be agnostic of organisational structures
  6. Require the minimum possible steps to complete
  7. Be consistent throughout
  8. Have no dead ends
  9. Be usable by everyone, equally
  10. Respond to change quickly
  11. Work in a way that is familiar
  12. Encourage the right behaviours from users and staff
  13. Clearly explain why a decision has been made
  14. Make it easy to get human assistance
  15. Require no prior knowledge to use

Read more about the 15 Principles of Good Service Design

Principles from This Is Service Design Doing: Applying Service Design Thinking in the Real World

The 2018 book, This Is Service Design Doing: Applying Service Design Thinking in the Real World, by Adam Lawrence, Jakob Schneider, Marc Stickdorn, and Markus Edgar Hormess, proposes six service design principles:

  1. Human-centered: Consider the experience of all the people affected by the service.
  2. Collaborative: Stakeholders of various backgrounds and functions should be actively engaged in the service design process.
  3. Iterative: Service design is an exploratory, adaptive, and experimental approach, iterating toward implementation.
  4. Sequential: The service should be visualized and orchestrated as a sequence of interrelated actions.
  5. Real: Needs should be researched in reality, ideas prototyped in reality, and intangible values evidenced as physical or digital reality.
  6. Holistic: Services should sustainably address the needs of all stakeholders through the entire service and across the business.

Service Design Methods, Tools & Techniques

Roadmap / Evolution Plan

A roadmap shows a timeline of development and delivery of the service. The roadmap identifies the minimum features the service needs to be ready for the first release, and then the following enhancements that could be made to improve the service.

Hypothesis Journey Map

A Hypothesis Journey Map visualises your organisation’s internal perspective of the customer’s experience, revealing assumptions and existing processes. It guides research and builds a shared vision when compared with Customer Journey Maps.

Customer Journey Mapping

A Customer Journey Map is an illustration that details all of the touchpoints at your organisation that a customer comes into contact with as he/she attempts to achieve a goal, and the emotions they experience during that journey. It is representative of a typical experience.

Alignment Workshop

Stakeholder Mapping

Current State Blueprint

Ecosystem Map

The ecosystem map is a synthetic representation capturing all the key roles that have an influence on the user, organization and service environment. The ecosystem map is built by first displaying all the entities, and then connecting them based on the type of value they exchange.

Primary Research

Primary Research involves speaking to users of the service using methods such as ethnography, focus groups, intercept interviews in-depth interviews & workshops.

Research Insights

Experience Map

Experience Principles

Archetypes

Prioritisation Framework

Ideation

Storyboarding

Service Storming

Vision Stories

Future State Blueprint

Feature Cards

Pilots

Secondary Research

Secondary research doesn’t involve direct contact with users but uses literature reviews, looking at how other organisations are delivering services, and data analysis.

Service Design Blogs

Emily Tulloh Two sides of service design, by Emily Tulloh from FutureGov

Jared M. Spool Service Design: Pushing Us Beyond the Familiar, by Jared Spool

Service Design Resources

Practical Service Design

Practical Service Design Resources

Practical Service Design

Service Design Tools

Service Design Tools

Service Design Tools

Service Design Books

This is service design thinking

Ths is Service Design book

This is Service Design Thinking introduces an inter-disciplinary approach to designing services. Service design is a bit of a buzzword these days and has gained a lot of interest from various fields. This book, assembled to describe and illustrate the emerging field of service design, was brought together using exactly the same co-creative and user-centred approaches you can read and learn about inside. The boundaries between products and services are blurring and it is time for a different way of thinking: this is service design thinking

Good Services

Good Services book

Service design is a rapidly growing area of interest in design and business management. There are a lot of books on how to get started, but this is the first book that describes what a ‘good’ service is and how to design one. This book lays out the essential principles for building services that work well for users. Demystifying what we mean by a ‘good’ and ‘bad’ service and describing the common elements within all services that mean they either work for users or don’t. A practical book for practitioners and non-practitioners alike interested in better service delivery, this book is the definitive new guide to designing services that work for users.

Service Design: From Insight to Implementation

Service Design for business From Insight to Implementation book

We have unsatisfactory experiences when we use banks, buses, health services and insurance companies. In most cases some of the touchpoints are designed, but in many situations the service as a complete ecology just “happens” and is not consciously designed at all. One of the goals of service design is to redress this imbalance and to design services that have the same appeal and experience as the products we love. Given that we live in a service and information age, a practical, thoughtful book about how to design better services is urgently needed.

Service Design for Business: A Practical Guide to Optimizing the Customer Experience

Service Design for business book

Service Design for Business helps you transform your customer’s experience and keep them engaged through the art of intentional service design. You’ll learn how taking a design approach to problem solving helps foster creativity, and how to apply it to the real issues that move businesses forward. Highly visual and organized for easy navigation, this quick read is a handbook for connecting market factors to the organizational challenge of customer experience by seeing your company through the customers’ eyes.

Service Design Podcasts

Why Service Design Thinking – The world’s first service design podcast, dedicated to helping businesses and non-profits of all sizes learn and adopt service design and design thinking.

The Service Design Podcast – Hosted by David Morgan and Stina Vanhoof from Knight Moves in collaboration with the Service Design Network. The podcast brings stories and inspiration about service design and related projects to your ears.

Service Design Show – Light hearted conversations with the people that are shaping Service Design field discussing the current state of the industry, exciting new developments and challenges up.

This is HCD – Human Centered Design Podcast – This is HCD aims to educate and empower about human-centered design. This podcast brings together thought-leaders from various disciplines such as service design, user experience, interaction design, and product management to discuss the craft, and to better understand what it means to work within a human-centric method.

Power of Ten with Andy Polaine – Design operates at many levels, from thoughtful detail through organisational transformation to the changes in society and the world. As the famous Ray and Charles Eames Powers of Ten film showed, each power of ten zoom level on the world contains its own complexity, ecosystem and details, but they are all interrelated.

Service Design Events

The Service Design Fringe Festival is the first and only service design festival in London.

Service Designers to follow on Twitter

Sources