Research; data/information collection and analysis

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Preparing for service design Discover Define Develop Deliver Follow-up   Love and hate letters Observations Open user interviews Pop-up research Desktop research Force field analysis Love and hate letters Observations Open user interviews Pop-up research Observations Open user interviews Pop-up research Observations Open user interviews Pop-up research    

Desktop research

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Overview Desktop research helps to set the scene for the service design that you are going to do. It can be used as part of the preparation for service design, or as part of the discovery phase. Also known as The tool Preparatory research can help you frame the questions you want to ask later […]

Love and hate letters

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Overview Writing a mock letter to a service provider gives people an opportunity to draw upon the emotions they experience when interacting with that service for real. Also known as The tool By asking participants to write their experiences down as either praise or complaint, you can gather insights into what aspects of a service […]

Observations

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Overview Information is gathered about people’s behaviour through watching how they navigate through a process / service journey, highlighting any areas where they experience difficulties. Observation can provide new insights, additional to those related during workshop discussions. Also known as The tool Observation may be: Participatory In participatory observation you interact with the user as […]

Open user interviews

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Overview This is an interview with a user which is done in an open and transparent manner, where the user can see what you are writing down. Also known as Cheerful chats (Service Design Academy) The tool Maybe Cheerful chats gives a warm, cuddly, informal feeling, but open user interview gives more of a sense […]

Pop-up research

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Overview Pop-up research is more about where you gather information / carry out your research than it is about the research methods you choose to use. It is about taking your research to the people you wish to engage with, rather than relying on them coming to you. Also known as The tool The template […]

Force field analysis

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Overview Force field analysis helps you to decide whether or not to make a particular decision or change by identifying factors (forces) for and against, and the relative importance these factors play in the overall decision. Also known as The tool Why use it Identify the pressures for and against making a decision or change. […]