Understanding the experiences of others

gears

Preparing for service design Discover Define Develop Deliver Follow-up   Customer journey mapping Design  walkabout Empathy map Empathy walk Personas Customer journey mapping Design  walkabout Customer journey mapping Customer journey mapping Customer journey mapping  

Self-awareness

gears

Preparing for service design Discover Define Develop Deliver Follow-up Benchmarking Customer service health check Horizon scanning PESTELI SWOT Business Model Canvas Horizon scanning PESTELI SWOT Business Model Canvas Scenario planning Business Model Canvas Business Model Canvas Customer service health check

Research; data/information collection and analysis

gears

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    

Prioritising ideas

gears

Preparing for service design Discover Define Develop Deliver Follow-up       Value versus Effort matrix    

Planning, monitoring and assessing impact

gears

Preparing for service design Discover Define Develop Deliver Follow-up Benefits realisation Benefits realisation Benefits realisation Benefits realisation Benefits realisation Benefits realisation

Planning a new service

gears

Preparing for service design Discover Define Develop Deliver Follow-up   7S model 7S model Planning pizza Back Casting Planning pizza Service blueprint    

Identifying root causes

gears

Preparing for service design Discover Define Develop Deliver Follow-up   Cause and effect analysis Fishikawa Pareto analysis Problem trees Tree diagram Cause and effect analysis Fishikawa Five Whys Problem trees Tree diagram