In this presentation you will find one example of how to use the service safari tool. This tool/method is extremely flexible and can used to experience any end-to-end service – whether that be calling customer service, using an online service or going out and experiencing the service in real time.
A service safari allows individuals/teams to develop a first hand understanding of a service’s qualities – often conducted with parallel sectors.
7. We are not sector experts.
We are process experts.
Us
8. Agenda of the day
14:00 Introduction
14:10 What is Service Safari
14.40 Activity 1: Getting wild!
16:00 Activity 2: Map
16:50 Activity 3: Reflect
17:10 Summary and closure
12. o Read reviews
o Buy tickets
o Plan how to get to
venue
o Practical info –
dress code, date
Before During After
o Queue
o Enter the Opera
House and find your
seat
o Queue to buy drinks
during intermission
o Use toilet
o Enjoy the
performance
o Take a leaflet for
upcoming shows
o Purchase a Royal
Opera membership
o Instagram, tweet,
Facebook the event
Visiting the Opera
13. What is a
service safari?
an experiential field trip for
individuals/teams to understand and
experience services from the customer’s
perspective.
“
”
14. allows individuals/teams to develop a
first hand understanding of a
service’s qualities – often conducted
with parallel sectors.
align teams and clients, validate
assumptions and understand
customer needs
Why is it
valuable?
“
”
15. When to use it? Services you’re
designing for
Other services
• see the whole picture
• experience as different people
• compare
• get inspiration from other sectors
16. generally used at the start of projects
to - however it can be used throughout
a project.
Where to use it? “
”
21. o Empathise with luxury customers
o Identify opportunities and pain points
Service safari helped us
22. o Empathise with luxury customers
o Identify opportunities and pain points
o Quick overview of the user journey
Service safari helped us
23. o Empathise with luxury customers
o Identify opportunities and pain points
o Quick overview of the user journey
o Validate assumptions throughout the project
Service safari helped us
24. o Empathise with luxury customers
o Identify opportunities and pain points
o Quick overview of the user journey
o Validate assumptions throughout the project
Implemented pilot in 150 stores worldwide in a 6 month period
Service safari helped us
41. Activity 1
FIELD
o Going out to experience
a Service Safari
o Collecting observations
Activity 2
CONFERENCE VENUE
o Mapping your
observations – defining
pain points and
opportunities
Activity 3
CONFERENCE VENUE
o Reflecting on how it
applies to what you do
Activities Overview
44. Observe in a structured way
Time Touchpoints Documentation
45. Pay attention to touchpoints
INFORMATION
Service information, warnings, bulletins, guides
TRANSACTION
Check-in, payment, order
STAFF
Support staff, guides, operators
FACILITIES
Washrooms, accessibility, location
46. How we capture
COLLECT
Tickets, maps, timetables, leaflets. Screenshots of app and website
PHOTOGRAPH
The environment, what’s happening, etc.
RECORD
Announcements, ambient sound, music
WRITE DOWN
Take notes, draw/sketch
71. Service
safari
Is a quick and easy
method to
understand a
service experience
and the customers
that use it.
“
”
72. SERVICE SAFARI is great because
• Understand who you are designing for
• Get on the same page as your team/client
• Avoid “OH SHIT!” moments
• Get inspired!