DT
designthinkers

DT SERVICE = “any activity
or benefit that one party can give to another, that is essentially intangible and does not result in the ownership of anything” (Philip Kotler) designthinkers

DT SERVICE = an intangible
product we experience in time through multiple touch-points and channels designthinkers

DT SERVICE DESIGN = designing
and arranging the interaction between service provider and end-user with the use of creative processes and methods designthinkers

DT OUR GOAL designing innovative
systems so our clients can deliver the best possible services designthinkers

DT 1 DISCOVERING 2 CONCEPTING
3 DESIGNING 4 BUILDING 5 IMPLEMENTING designthinkers

DT 1 DISCOVERING / business
a research into: > organisations characteristics and goals > vision, mission, culture > existing services (blueprint/ systems) > KPI’s, emotional KPI’s designthinkers

DT 1 DISCOVERING / business
a research into: > context (stakeholders) > benchmarking designthinkers

DT 1 DISCOVERING / business
DELIVERABLE > context map > examples from the market designthinkers

DT 1 DISCOVERING / experience
a research into: > customer journey > experiences from end-users and front office personal > social space (ethnographic fieldwork) designthinkers

DT 1 DISCOVERING / experience
DELIVERABLE > mapping customer journey and all touch-points > analyses and recommendations designthinkers

DT 2 CONCEPTING > developing
ideas together with end-users and client (interviews, brainstorms, workshops) > prototyping > moodboard designthinkers

DT 2 CONCEPTING DELIVERABLE >
tested service concept > visual concept designthinkers

DT 3 DESIGNING > touchpoints
(website, locations etc.) > service system

DT 3 DESIGNING DELIVERABLE >
service blueprint (a detailed service system) > look-and-feel

DT 4 BUILDING > building
all touchpoints (platform, physical locations, media, training people) > organising designthinkers

DT 4 BUILDING > developing
marketing/ communication strategy designthinkers

DT 4 BUILDING DELIVERABLE >
processes/organisation tested and ready for implementation > marketing/ communication strategy designthinkers

DT 5 IMPLEMENTING > opening
the shop > inviting everyone in designthinkers

DT 5 IMPLEMENTING DELIVERABLE >
happy customers > highly competitive service organisation designthinkers

DT < G IN IM
ER PL OV EM C IS D EN TI NG < < G EPTIN BUIL C DIN N < CO G < DES IGNING designthinkers

DT
designthinkers