Service design methods

An introduction to service design and a selection of service design tools. The resource is both an online catalog of resources as well as a publication. Combined, they comprise a basic but comprehensive introduction to service design and a selection of service design tools. The resources include the fundamentals of service design, an explanation of the Double Diamond design process and how it is used in service design, what to expect when working with a designer, and tools and methods that service designers use in the creative process. The publisher is considered the creator of the Double Diamond design process, which is ubiquitous in the design world. 

To access the toolkit, click on the link below, which directs you to the OPSI-site. You do not have to log in, you may scroll down the OPSI-page to have direct access to the toolkit. 

This toolkit includes a series of 16 individual templates for different service design methods and techniques, plus posters with a guiding methodology for use in your own workshops. The posters do not include much step-by-step guidance so these are best used by people who have used these methods and techniques previously. The publisher's website also includes some case studies. Available in English and Dutch.

To access the toolkit, click on the link below, which directs you to the OPSI-site. You do not have to log in, you may scroll down the OPSI-page to have direct access to the toolkit. 

Service blueprinting helps you see the experience a customer has with your service from a holistic viewpoint. It gives you not just the end-to-end view of the experience, but also exposes the “backstage, behind-the-scenes” work that shows you not just how the experience is designed, but more importantly how it was delivered. The real end-to-end, surface-to-core view of how your business is delivering how it acts in service. This guide introduces our practical approach to this powerful method. 

To access the toolkit, click on the link below, which directs you to the OPSI-site. You do not have to log in, you may scroll down the OPSI-page to have direct access to the toolkit. 

A visual, playful, co-creation tool that allows individuals to explore digital services in a tangible and interactive way. The sandbox can be used to test an existing service or to create new ones. The resource is oriented toward designing interior environments, especially digitalising environments, but could be used more broadly. The tool consists of three phases (build, ideate and define), plus a pitch template for taking the process one step further. According to the authors, the tool can be used when design professionals and other professions want to work and co-create together in order to achieve alignment and create a common language between them.

To access the toolkit, click on the link below, which directs you to the OPSI-site. You do not have to log in, you may scroll down the OPSI-page to have direct access to the toolkit. 

The toolkit provides an approach and methods those looking for a new way to tackle social and policy issues by making services more valuable to customers and users, easier to use, with fewer resources wasted on implementing the right ideas in the wrong way (or on the wrong ideas entirely). This approach involves spending time understanding people’s experiences and resources on their own terms, taking methodical steps to analyse and address these with their active participation, and pushing for more effective cross-team and cross-organisational working.
 

To access the toolkit, click on the link below, which directs you to the OPSI-site. You do not have to log in, you may scroll down the OPSI-page to have direct access to the toolkit. 

This toolkit outlines Bridgeable’s approach to harnessing behavioural economics (BE) to design better products and services that nudge user behaviour. It combines a service design approach with a BE approach, with the caveat that BE helps identify and tweak pivotal moments of decision making but not overall user experience or strategies. The toolkit includes an overview of BE as well as an ideation and testing framework incorporating BE principles to move from a current state to an idea future state. A basic knowledge of service design is helpful for approaching this toolkit.

To access the toolkit, click on the link below, which directs you to the OPSI-site. You do not have to log in, you may scroll down the OPSI-page to have direct access to the toolkit. 

The toolkit includes 5 methods for designing a more inclusive lab. The toolkit begins by guiding users through basic user observation, identification, and categorization processes (observation, interviews, and personas). It then moves into problem definition and stakeholder prioritization, and finally defines a concrete suggestion for increased diverse stakeholder governance. It includes templates and examples for each method.

To access the toolkit, click on the link below, which directs you to the OPSI-site. You do not have to log in, you may scroll down the OPSI-page to have direct access to the toolkit. 

A collection of tools that describe how 18F digital service teams put human-centered design into practice. These cards are focused on design in the context of digital services, but can be adapted to non-technical design projects as well. The resource is online and also available as printable cards. The card set includes simplified information on various design methods according to an overall methodology: Discover, Decide, Make,Validate. There are also "Fundamentals" cards related to incentives, privacy, and recruiting, all of which are important for overall design projects. Each card covers what, why, how, time required, and additional resources to learn more about the method. These are intended to be sequenced according to the needs of the project. Some prior experience with the methods may be helpful for context.

To access the toolkit, click on the link below, which directs you to the OPSI-site. You do not have to log in, you may scroll down the OPSI-page to have direct access to the toolkit. 

Inclusive design is designing for the full range of human diversity in ability, language, income, culture, gender, age and other characteristics. This toolkit includes a series of cards to use early in a design process to help sketch, plan, prototype and design content, interactions and processes. It covers inclusive physical, audio, visual, and thought experiences. 

To access the toolkit, click on the link below, which directs you to the OPSI-site. You do not have to log in, you may scroll down the OPSI-page to have direct access to the toolkit. 

A guided introduction to 14 common service design tools, such as empathy maps, personas, and customer journeys. They are organised by the publisher's methodology: Define, Learn, Solve, Test. Toolkit. The publisher offers a suggested path through the tools but the publisher suggests that each can be used on their own. 

To access the toolkit, click on the link below, which directs you to the OPSI-site. You do not have to log in, you may scroll down the OPSI-page to have direct access to the toolkit.