This Is Service Design Doing

Chapter 5. Research

Challenge your assumptions; understand people and context.

Expert comments by: Anke Helmbrecht | Geke van Dijk | Jürgen Tanghe | Maik Medzich | Mauricio Manhães | Phillippa Rose | Simon Clatworthy

1. 5.1 The process of service design research

   1. 5.1.1 Research scope and research question

   2. 5.1.2 Research planning

      1. Research loops

      2. Sample selection

      3. Research context

      4. Sample size

   3. 5.1.3 Data collection

      1. Research methods

      2. Method triangulation

      3. Data triangulation

      4. Researcher triangulation

      5. Indexing

   4. 5.1.4 Data visualization, synthesis, and analysis

      1. Visualizing data

      2. Peer review and co-creation

      3. Codifying data

   5. 5.1.5 Using research outcomes

2. 5.2 Methods of data collection

   1. 1. Desk research: Preparatory research

      2. Desk research: Secondary research

      3. Self-ethnographic approaches: Autoethnography

      4. Self-ethnographic approaches: Online ethnography

      5. Participant approaches: Participant observation

      6. Participant approaches: Contextual interview

      7. Participant approaches: In-depth interview

      8. Participant approaches: Focus groups

      9. Non-participant approaches: Non-participant observation

      10. Non-participant approaches: Mobile ethnography

      11. Non-participant approaches: Cultural probes

      12. Co-creative workshop: Creating personas

      13. Co-creative workshop: Journey mapping

      14. Co-creative workshop: System mapping

3. 5.3 Methods of data visualization, synthesis, and analysis

   1. 1. Building a research wall

      2. Creating personas

      3. Mapping journeys

      4. Mapping systems

      5. Developing key insights

      6. Generating jobs-to-be-done insights

      7. Writing user stories ...