This Is Service Design Methods

Book Description

In this book, you’ll find 54 hands-on descriptions that help you DO the key methods used in service design. These methods include instructions, guidelines, and tips-and-tricks for activities within research, ideation, prototyping, and facilitation. This is the print version of the method companion to the book This Is Service Design Doing (#TiSDD). It includes the same content that you can find free on the book website, tisdd.com, but nicely revisualized and presented in a professional bound format.

Caveat: While methods are the building blocks of a service design process, owning a pile of bricks does not make you an architect or even a bricklayer. Success in doing service design certainly requires a mastery of these methods. However, you must also be able to combine them into a process that fits the context and needs of your organization and guide people through this new way of working.

This book only contains the building blocks—the methods. It doesn’t detail how to assemble them into a cohesive design process or how to plan or manage it. Neither does it describe why people should invest in service design nor explain how to bring service design to life in your organization. For all of this (and more), please read This Is Service Design Doing.

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Table of Contents

  1. Introduction
  2. 1. Research Methods
    1. Methods of data collection
    2. Methods of data visualization and analysis
    3. Qualitative research method planning checklist
    4. Research analysis and visualization method planning checklist
    5. Desk Research: Preparatory Research
      1. Step-by-step guide
      2. Method notes
    6. Desk Research: Secondary Research
      1. Step-by-step guide
      2. Method notes
    7. Self-Ethnographic Approaches: Autoethnography
      1. Step-by-step guide
      2. Variants
      3. Method notes
    8. Self-Ethnographic Approaches: Online Ethnography
      1. Step-by-step guide
      2. Method notes
    9. Participant Approaches: Participant Observation
      1. Step-by-step guide
      2. Variants
      3. Method notes
    10. Participant Approaches: Contextual Interviews
      1. Step-by-step guide
    11. Participant Approaches: In-depth Interviews
      1. Step-by-step guide
      2. Method notes
    12. Participant Approaches: Focus Groups
      1. Step-by-step guide
      2. Method notes
    13. Extra: Interview Guidelines
    14. Non-participant Approaches: Non-participant Observation
      1. Step-by-step guide
      2. Method notes
    15. Non-participant Approaches: Mobile Ethnography
      1. Step-by-step guide
      2. Method notes
    16. Non-participant Approaches: Cultural Probes
      1. Step-by-step guide
      2. Method notes
    17. Extra: Co-Creative Workshops
    18. Co-creative Workshops: Co-Creating Personas
      1. Step-by-step guide
      2. Method notes
    19. Co-creative Workshops: Co-Creating Journey Maps
      1. Step-by-step guide
      2. Method notes
    20. Co-creative Workshops: Co-Creating System Maps
      1. Step-by-step guide
      2. Method notes
    21. Data Visualization, Synthesis, and Analysis: Building a Research Wall
      1. Step-by-step guide
      2. Method notes
    22. Data Visualization, Synthesis, and Analysis: Creating Personas
      1. Step-by-step guide
      2. Method notes
    23. Data Visualization, Synthesis, and Analysis: Mapping Journeys
      1. Step-by-step guide
      2. Method notes
    24. Data Visualization, Synthesis, and Analysis: Mapping Systems
      1. Step-by-step guide
      2. Variants
    25. Data Visualization, Synthesis, and Analysis: Developing Key Insights
      1. Step-by-step guide
      2. Method notes
    26. Data Visualization, Synthesis, and Analysis: Generating Jobs-to-be-done Insights
      1. Step-by-step guide
      2. Method notes
    27. Data Visualization, Synthesis, and Analysis: Writing User Stories
      1. Step-by-step guide
      2. Method notes
    28. Data Visualization, Synthesis, and Analysis: Compiling Research Reports
      1. Step-by-step guide
      2. Method notes
  3. 2. Ideation Methods
    1. Ideation planning checklist
    2. Pre-ideation: Slicing the Elephant and Splitting the Ideation Challenge
      1. Step-by-step guide
      2. Method notes
    3. Pre-ideation: Ideas from Future-State Journey Mapping
      1. Step-by-step guide
      2. Method notes
      3. Variation: One-Step Journey storming
    4. Extra: Journey Ideation with Dramatic Arcs
      1. Step-by-step guide
    5. Pre-ideation: Ideas from Future-State System Mapping
      1. Step-by-step guide
      2. Variant technique for steps 2 & 3: Stakeholder constellation
      3. Method notes
    6. Pre-ideation: “How might we …?” Trigger Questions from Insights and user Stories
      1. Step-by-step guide
      2. Method notes
    7. Generating Many Ideas: Brainstorming
      1. Method notes
    8. Generating Many Ideas: Brainwriting
      1. Step-by-step guide
      2. Method notes
    9. Generating Many Ideas: 10 Plus 10
      1. Step-by-step guide
      2. Method notes
    10. Adding Depth and Diversity: Bodystorming
      1. Step-by-step guide
      2. Method notes
    11. Adding Depth and Diversity: Using Cards and Checklists
      1. Step-by-step guide
      2. Method notes
    12. Adding Depth and Diversity: Ideation Based on Analogies and Association
      1. Step-by-step guide
      2. Method notes
    13. Understanding, Clustering, and Ranking: Options Octopus Clustering
      1. Step-by-step guide
      2. Method notes
    14. Understanding, Clustering, and Ranking Options: Benny Hill Sorting (“Thirty-five”)
      1. Step-by-step guide
      2. Method notes
    15. Understanding, Clustering, and Ranking Options: Idea Portfolio
      1. Step-by-step guide
      2. Method notes
    16. Understanding, Clustering, and Ranking Options: Decision Matrix
      1. Step-by-step guide
      2. Method notes
    17. Reducing Options: Quick Voting Methods
      1. Variations
      2. Method notes
    18. Reducing Options: Physical Commitment
      1. Step-by-step guide
      2. Method notes
  4. 3. Prototyping Methods
    1. Planning prototyping methods checklist
    2. Extra: Theatrical Methods – an Introduction
      1. Why?
      2. What are the techniques?
    3. Prototyping Service Processes and Experiences: Investigative Rehearsal
      1. Step-by-step guide PREPARATION
      2. Step-by-step guide USE/RESEARCH
      3. Method notes
      4. Variants: Partial rehearsals or walkthroughs
      5. Variant: Rehearsal for rollout
    4. Prototyping Service Processes and Experiences: Subtext
      1. Step-by-step guide ROLLING SUBTEXT
      2. Step-by-step guide SUBTEXT CHAINS
      3. Method notes
    5. Prototyping Service Processes and Experiences: Desktop Walkthrough
      1. Step-by-step guide PREPARATION
      2. Step-by-step guide USE/RESEARCH
      3. Method notes
    6. Prototyping Physical Objects and Environments: Cardboard Prototyping
      1. Step-by-step guide PREPARATION
      2. Step-by-step guide USE/RESEARCH
      3. Method notes
    7. Prototyping Digital Artifacts and Software: Rehearsing Digital Services
      1. Step-by-step guide PREPARATION
      2. Step-by-step guide USE/RESEARCH
      3. Method notes
    8. Prototyping Digital Artifacts and Software: Paper Prototyping
      1. Step-by-step guide PREPARATION
      2. Step-by-step guide USE/RESEARCH
      3. Method notes
    9. Prototyping Digital Artifacts and Software: Interactive Click Modeling
      1. Step-by-step guide PREPARATION
      2. Step-by-step guide USE/RESEARCH
      3. Method notes
    10. Prototyping Digital Artifacts and Software: Wireframing
      1. Step-by-step guide PREPARATION
      2. Step-by-step guide USE/RESEARCH
    11. Prototyping Ecosystems and Business Value: Service Advertisements
      1. Step-by-step guide PREPARATION
      2. Step-by-step guide USE/RESEARCH
      3. Method notes
    12. Prototyping Ecosystems and Business Value: Desktop System Mapping (Aka Business Origami)
      1. Step-by-step guide PREPARATION
      2. Step-by-step guide USE/RESEARCH
      3. Method notes
    13. Prototyping Ecosystems and Business Value: Business Model Canvas
      1. Step-by-step guide PREPARATION
      2. Step-by-step guide USE/RESEARCH
      3. Method notes
    14. General Methods: Sketching
      1. Step-by-step guide PREPARATION
      2. Step-by-step guide USE/RESEARCH
    15. General Methods: Mood Boards
      1. Step-by-step guide PREPARATION
      2. Step-by-step guide USE/RESEARCH
    16. General Methods: Wizard of Oz Approaches
      1. Step-by-step guide PREPARATION
      2. Step-by-step guide USE/RESEARCH
  5. 4. Facilitation Methods
    1. Three-Brain Warm-up
      1. Step-by-step guide
      2. Method notes
    2. Color-Chain Warm-up
      1. Step-by-step guide
      2. Method notes
    3. “Yes, and …” Warm-up
      1. Step-by-step guide
      2. Method notes
    4. Red and Green Feedback
      1. Step-by-step guide
      2. Method notes
  6. A. This is Service Design Methods. The Method Companion
  7. Index

Product Information

  • Title: This Is Service Design Methods
  • Author(s): Marc Stickdorn, Markus Edgar Hormess, Adam Lawrence, Jakob Schneider
  • Release date: July 2018
  • Publisher(s): O'Reilly Media, Inc.
  • ISBN: 9781492039594