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Design activities Co-designing Envisioning Testing & Prototyping Implementing Representations Texts Graphs Narratives Games Models Stakeholders Professionals Service staff Users Context System Offering Interaction Actors map Affinity diagram Blueprint Character profile Cognitive walkthrough Constructive interaction Customer Journey Map Design games Evidencing Experience prototype Group sketching Heuristic evaluation Issue cards Lego serious play Mind map Mock up Moodboard Motivation matrix Offering map Personas Poster Role playing Role script Rough prototyping Service prototype Service specification Storyboard Storytelling System map Tomorrow headlines Usability testing Use cases Wizard of Oz info@servicedesigntools.org / message box for suggestions about tools and case studies / all contents by Roberta Tassi / nc-by-nd cc licence / 2009 Related:  Method cards

21 Card Decks for Creative Problem Solving, Effective Communication & Strategic Foresight What are some useful playdecks for sparking creativity and innovation? That was this week’s question that went out on twitter, and below are some of your responses. The number of decks out there is large, so I decided to curate this list based on whether there’s a full free version available online, or at the least a nice sample deck to get you started. So below are 21 tools, ranging from general design process principles to cards on game dynamics, facilitation methods, and long-range futures thinking. Under the descriptions, which are excerpted from the playdeck websites, are links to their free downloads. Below that are another 39 decks, toolkits and further resource lists for creative and innovative thinking. Thanks to all who helped compile this.. (in no particular order) Principles & Processes 1. “These cards evolved from our separate observations on the principles underlying what we were doing. (edition 4 list) .2. (interactive deck) .3. (free download) Experience & Game Design 4. .5. 8.

Service design blueprinting « UX Australia 2013 Half day workshop. Wednesday 28 August 2013, morning This workshop is SOLD OUT. Please join the waiting list to find out if places become available. Description This half-day, hands-on workshop will introduce participants to service design blueprinting as the core method of service design thinking and practice. Grouped into small teams of 3-5 people, participants will take an initial service concept or touchpoint and map this across the service blueprint to develop the service ecology and proposition. Techniques and principles covered By the end of the day participants will have learned: Target audience The target audience for this workshop is design professionals or students; as well as people who might be their clients (those involved in brand strategy, customer experience and innovation, for example).

Curated Links for “Design Thinking” | Kneaver I’ll jot down here a few links and pointers on design thinking as the topic comes again and again and I’m always glad to share on this topic. Concept Design Thinking as introduced by Tim Brown from Ideo. The Blog is interesting for the story, what came after and what he is doing now. Open IDEO is a place for resources on Design Thinking. This is the picture describing the process in 5 steps. Credit: D. I learned Design Thinking in a MOOC from the D.School precisely. Design Thinking Action Lab This is the presentation of the concept and the course, very short 1.52 minute video presented by Laeticia our teacher. Empathy maps Empathy maps are made during and after interviews. Interviews should be done using video or face to face. The format to capture the interview is important. The map This is a guide Another The method field guide This is the toolkit by OpenIDEO themselves Another by Template from the DTActionLab MOOC I’m using Template from the MOOC A list of resources from OpenIDEO This is mine

img - service design Service Design From Insight to Implementation Published: March 2013 Paperback: 216 pages, ISBN 1-933820-33-0 Digital: ISBN 1-933820-61-6 by Andy Polaine, Lavrans Løvlie & Ben Reason Some 70% of economic activity in Western economies is in services—from babysitting to banking. Computer and telecommunications technologies have enabled the development of complex service systems that combine personal contact, physical artifacts, websites, and large software systems. We have unsatisfactory experiences when we use banks, buses, health services and insurance companies. The 'developed' world has moved beyond the industrial mindset of products and the majority of 'products' that we encounter are actually parts of a larger service network. One of the goals of service design is to redress this imbalance and to design services that have the same appeal and experience as the products we love, whether it is buying insurance, going on holiday, filling in a tax return, or having a heart transplant. We have lift off!

IBM met à disposition son guide interne de design thinking IBM agit intelligemment en publiant ouvertement son approche interne du design thinking, déjà parce que le document est très complet avec 29 pages, divisé en deux parties (théorie et fiches pratiques). Mais aussi parce que documenter ses méthodes de conceptions internes est la meilleure preuve de la qualité d’un service ou d’un produit. Ce qui est bien fait également, c’est d’avoir adapté les méthodes de design thinking en fonction du contexte d’entreprise. Ce document se positionne comme un vrai guide de travail pour tous les employés d’IBM, du moins pour les principes fondamentaux du design thinking. La logique utilisée par IBM est calquée sur la logique initiale du design thinking, cependant ils ont su l’adapter par rapport à leurs besoins et fonctionnements. On remarque d’ailleurs que le document est actuellement la v3.4, un clin d’oeil au principe que « tout est prototype ». Le document continue sur l’impact du design thinking sur l’organisation de l’entreprise et des projets.

the service Service Design Process | Learning Space Toolkit Designing services within learning spaces requires a specific mindset and tools. It means considering users and their needs first, planning holistically, thinking through experiences in time, and working in an iterative way between steps and tools. The service design tools included in the Learning Space Toolkit include: ServicePlotTM for understanding your service philosophy, values, and visionPersonas Overview to depict the motivations and behaviors of your usersService Location Planner to determine what services will be offered where, when, and by whomCustomer Journey Map to plot the use of a service/space overtime and identify the moments of interaction or “touchpoints”Service Blueprints to provide guidance on how both front-line staff and those behind-the-scenes will provide a service through different channels Together, these tools can be used in an iterative way to complement each other.

What is Design Thinking? | Interaction Design Foundation Design Thinking is a design methodology that provides a solution-based approach to solving problems. It’s extremely useful in tackling complex problems that are ill-defined or unknown, by understanding the human needs involved, by re-framing the problem in human-centric ways, by creating many ideas in brainstorming sessions, and by adopting a hands-on approach in prototyping and testing. Understanding these five stages of Design Thinking will empower anyone to apply the Design Thinking methods in order to solve complex problems that occur around us — in our companies, in our countries, and even on the scale of our planet. We will focus on the five-stage Design Thinking model proposed by the Hasso-Plattner Institute of Design at Stanford (d.school). d.school is the leading university when it comes to teaching Design Thinking. 1. Author/Copyright holder: Teo Yu Siang and Interaction Design Foundation. 2. Author/Copyright holder: Teo Yu Siang and Interaction Design Foundation. 3. 4. 5.

Download Our Free Persona Template | Fake Crow Xtensio is a toolbox to help you organize your thoughts, make decisions and present ideas. Learn more about the Persona Creator and other free tools at www.xtensio.com One of the benefits of working with lots of different startups is that when we discover something that works really great with one project, we can repurpose it for others when it applies. Although every product is unique and requires its own custom approach, we try to define processes for common UX design steps whenever possible. Yeah, sure, there are a lot of examples out there of how to put together personas. You can use the template to generate personas for user experience design process, branding and marketing strategies. Get the link to download the file. To make it more shareable, we’ve cleaned it up a bit, added instructions, sample data, a wireframe, and a printable version that can be filled in by hand when you’re in a hurry. The file is organized into layer groups and is pretty simple for the most part. 1. 2. 3. 4.

Service Design for Innovation Resources The resources page is a place for learning. Whether you have a contribution on OpenIDEO that you're excited to develop, or you're applying human-centered design offline, these assets are a great place to start. Building Your Team Teams are integral to collaborative problem solving. Engaging Offline OpenIDEO has Chapters all over the world. Learning By Doing Universities are incorporating design thinking into curricula and leveraging challenges for learning. Reimagining International Aid The Amplify Program is using human-centered design to support international development solutions. Download: Interview Toolkit Real insights start with real people. Turning Observation Into Insight On OpenIDEO, we begin every challenge with a Research phase. Download: Brainstorm Toolkit Gather friends, colleagues and content experts for a lively brainstorm session using this toolkit. Brainstorming Better Getting Visual Download: User Experience Map Download: Prototype Worksheet Gathering Feedback

A blueprint for ideation — Service design Use “Service Blueprints” as ideation tools Blueprint : deep vs global view The blueprint maps is basically the journey of a customer or user through a service. Maps are models of the reality and don’t show all the reality. When you make a blueprint you are easily focusing on one particular touchpoint that makes all the difference for the service. Blueprint: not a mapping toolan ideation tool As we saw it in the last section having a global view when designing a blueprint helps find new insights or touchpoints failure. If you created a blueprint and you have a nice overview of what’s happening, you can explain how the service work it’s great, but did you find something new ? The point here is that when you start seeing methods not as an end but more as a process to gather new ideas your not just translating what you already know in an other form, but you are creating new knowledge.

Service Design: From Insight to Implementation - Exclusive Excerpt, Part 1 Posted by Andy Polaine | 8 Apr 2013 | Comments (0) This excerpt from Chapter 2 of Service Design: From Insight to Implementation explains many of the differences between designing for services versus designing products and the nature of services themselves. We wrote this book because we wanted to capture both the philosophy and thinking of service design and connect them with its practical aspects, based on our experience with developing, doing, selling and teaching service design over several years. When we formerly worked as interaction and product designers, we realized that what we were often being asked to design was just one part of a larger, more complex service. We explain service design in the second chapter, rather than the first, because we needed to have an end-to-end case study to refer back to throughout the book. Conversely, the service and business proposition needs to ripple through every single touchpoint in the service ecosystem. Why Do Services Need Designing? Orange

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