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Permalink Reply by James Rock on June 19, 2012 at 7:18

Hello Irith,

it sounds as if there are a couple of key tools that would help. Service Blueprinting will enable you and your team to map the service process steps in sequence, and facilitate the development of a future process; Customer Journey Mapping takes a look at that service process and adds customer experience and emotion as a way of how they feel and engage with the service touch points. It is possible to adapt this to explore what emotions you would like them to have in a future service offering, and design key aspects of service delivery that will foster those desired emotions. 

Perhaps the best thing you can do initially if you don't have a budget for design is take a look at the book "This is Service Design Thinking" and the website:

www.thisisservicedesignthinking.com

Hope this is helpful

James Rock - DesignThinkers

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Permalink Reply by Irith Williams on June 19, 2012 at 7:31

Hi James

Thanks for your help. Yes, I had thought that Customer Journey maps and a Service Blueprint were what I needed to do, I was just a bit stuck as all the examples I'd seen used existing tasks as a starting point, and we don't have any. In fact the service is about changing behaviour and initiating new habits, part of the hurdle is that users might not even be motivated to engage with the service....whatever that turns out to be. I think exploring the emotions is a great starting point and brainstorming what sort of interactions can deliver those emotions. I will check out the book, thanks :)

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