16.
Service Design is a
holistic approach
that considers the
end-to-end service
experience across
all channels and
touch points from a
customer and
organisation
perspective.
What is Service Design ?
22.
Define
Analysed
output of
discovery
phase
Synthesise the
findings in to
reduce number
of
opportunities
Define a clear
brief for
sign-off by
stakeholders
23.
Business Model - The Empathy Map
Designed for: Designed by:
Customer Perspective:
What does she
THINK and FEEL?what really counts
major preoccupations
worries & aspirations
What does she
SEE?environment
friends
what the markets offers
What does she
HEAR?what friends say
what boss says
what influences say
What does she
SAY and DO ?attitude in public
appearance
behavior towards others
GAIN
“wants”/needs, measures of success, obstacles
PAIN
fears, frustrations, obstacles
Date:
Interation:
Adapted from XPLANE. XPlane.com
www.XPLANE.com
24.
Develop
Develop initial
brief in to
product or
service for
implementation
Design service
component in
detail & as part
of holistic
experience
Iteratively test
concept with
end users
25.
Deliver
Taking Product
/ Service to
launch
Ensure
customer
feedback
mechanism
are in place
Share lessons
from
development
26.
Welcome
Service Design Intro
Stakeholder Mapping
LUNCH
Value Network Mapping
Personas
Customer Journey Mapping
10:00
11:00
12:00
13:00
14:00
15:00
16:00
17:00
Welcome
Business Model Canvas
LUNCH
Service Blueprint
Customer Journey Mapping
Basics Intermediate
Intros
Service Design
LUNCH
Acting as Prototype
Business Model Canvas
Advance
Customer Journey
Service Blueprint
Schedule
One-Day Workshop
27.
References & Credits
Ramakant Gawande
Experience and Service Design Specialist
Pune, India
ramakantg@gmail.com
http:// in.linkedin.com/in/ramakantg/en
This presentation is available FREE of cost. Images used under a Creative Commons license but can be removed on objection