Service design tools

During INNO58h our team is to try different service design tools. Two service design tools can be chosen freely from a method called the double diamond design process. Our team has chosen Service Safari tool and Brainstorming. 

The first diamond: phase discover – tool Service Safari

“A Service Safari is a research method for understanding services. Researchers go ‘on location’ and experience a service first hand to find out what service experiences are like” (Design Council 2011, p.14). A Service Safari might be focused on a particular service or type of services (like going to a supermarket). “The key to a good service safari is to identify relevant, engaging services that reveal insights and provide inspiration to the design team. Engaging with a service, observing staff, looking at users and documenting the environment and materials, helps participants identify how services deliver value to customers.”  (Design Council 2011, p.14).

We wanted to test service safari tool so we went to a grocery store to observe the customers who buy Raisio’s products and to explore how Raisio’s products are placed in the shop. In addition, we wanted to find out what kind of user experience we will achieve. We weren’t allowed to take photos of the customers so we took photos of our personal user experiences (see below). Our user experiences were positive. Raisio’s products were easy to find and they stood out from other products with powerful colors and labels.

  

The first diamond: phase define – tool brainstorming

Brainstorming is used to generate alternative solutions and opportunities quickly. It identifies the most interesting or important ideas to take forward as part of the design process. It is particularly useful to develop new ways of looking at things (Design Council 2011, p.17).

Our team has used brainstorming in almost every meeting we have had together. We have found it a useful tool for generating ideas. 

- Elisa 

Reference:

Design Council (2011): Design methods for developing services, viewed on 15th October 2013, <http://www.mbsportal.bl.uk/taster/subjareas/techinnov/tsb/153100Keepingconnecteddesign11.pdf>.