mapping a future service, any examples?

I am currently involved in a health intervention project which only has a limited design budget. (The medical research budget is much larger). I hardly have any experience in Service Design, but I would like to map the future service (capture the ideas of how an intervention could serve patients). I can find good examples of service mapping for current services, but I can't find examples of how you map for something that doesn't exist yet, for a market that doesn't exist yet. (There are no 'tasks' as such yet...) Can anyone point me to some examples or give some guidance?

Views: 182

▶ Reply to This

Replies to This Discussion

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

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 :)

RSS

DesignThinkers Academy

Connect to us

----------------------------------------

----------------------------------------

Latest Links

Escola de Design Thinking

Free Design Thinking book in Chinese, spanish and german

Design Thinking book for FREE

McKinsey Research on Big Data

Service Innovation Corner (SINCO): lab introduction, blog, cases and publications

Forum

Evaluating Design's ROI

Started by Maddy. Last reply by Lyden Foust Apr 11. 63 Replies

I'm working towards my Master thesis with Design ROI as the focus. So , How can the value of design be proved by demonstrating the ROI?I know design is used to differentiate and entice users and it would be invariably hard to pin down it's value but…Continue

Tags: Innovation, ROI, Design, Business

Starting up a Start-up. How to start a service design business?

Started by ricardojdc. Last reply by Lyden Foust Apr 7. 28 Replies

This discussion follows from my interest in the fields of design thinking / service design and the perception that my country lacks such services. My immediate reaction was: "why not starting such a business?"However, some worries (in no particular…Continue


Network Guide

Is design thinking marketing 2.0 ?

Started by Arne van Oosterom. Last reply by Richard Hewitt Jul 27, 2012. 26 Replies

The 'market' will stay. The need for companies to reach that market will stay. But methods will change.Could design thinking be a new marketing method? Marketing 2.0? Will design thinking be integrated within the more traditional methods? Or will…Continue


Network Guide

WENOVSKI...? let's put our minds together!

Started by Arne van Oosterom. Last reply by Daniel Weiss Sep 3, 2011. 22 Replies

WENOVSKI is a new network of creative minds... but there are so many other network. Is there something valuable we can add? A design thinkers event? Projects/ cases to collaborate on?Let's put our minds together.Tell me: What would be useful to you?…Continue

Events

© 2013   Created by Arne van Oosterom.

Badges  |  Report an Issue  |  Terms of Service

Offline

Live Video