We are often asked what service design is and how it works, so we ran an accelerated, 2 week project to illustrate the key aspects and its importance to creating great products and services.
Good service design starts with the customer and filters down to simplified business processes, the optimal collection and use of data and the right technology choices. You will see from our example, that we start by understanding the needs of the customer, we then develop ideas with diverse teams, map out a service blueprint and finally develop working prototypes to quickly gain customer feedback.
The brief was to design a solution that offers customers the ability to order goods to be delivered from local shops. However, the solution had to go beyond a platform for local residents and local shops, it also had to enhance and add value to the local community.
When we say accelerated, we mean 2 weeks! During that time we went from client brief to documented service design. We followed our design thinking methodology: that meant undertaking research, design and prototyping and involving customers and technologists from BJSS.
In the space of 2 weeks, we went from client brief to working prototype with a handful of SPARCK and BJSS people. It was fast paced and light-touch in many places, but hopefully gives an illustration of how we work and the power of using a design-thinking approach to create a customer focused service design and working prototype.