“Imagine you have two coffee shops right next to each other selling the exact same coffee at the exact same price. Service Design is what makes you walk into the one and not the other, come back often and tell your friends about it.”
- Marc Fonteijn
When it comes to deal with complex design challenges, being able to identify what stage of the design process are you at, who would you like to engage in the design process, what aspects of the service or system are you working on and what types of representation you’d like to use, is key.
WHEN, WHO, WHAT, and HOW it’s not a recipe.
Having the tools without the knowledge or experience is not going to make a design process innovative, having the right person implementing those tools, will change reality.
Ideas need to be based on research to work. Building a research wall enables to identify patterns within the data, while also providing a place to share that research with others as it develops.
I used it to understand cross-functional relationships and align front-stage and back-stage processes.
Value Proposition Canvas
I used it on several projects to help the teams to understand and define the Business Model Canvas that they needed to create their business case, since it allows thinking and working on benefits for the user.
This tool is built by first displaying all the entities, and then connecting them based on the type of value they exchange.
Journey maps allow us to see the full picture and zoom into details too. I have mastered 3 levels of journey maps: Workshop maps, Project maps, and, Management Maps.