Tag Archives: service design

Service Design and creating a Blueprint

Is your organization doing Service Design?

It seems like it’s one of the hottest new trends in the User/Customer Experience arena. Where I work, not only have we been introduced to the concept, we are being encouraged to carry out the process on our products.

What is a Service Design Blueprint?

Yeah that was my question too when I first heard the term some time back. Does it have to do with architecture? Is it only for the service industry? How does this play in to UX? Yes I had all of these questions and many more.

OK, really, What is Service Design?

According to Wikipedia, Service Design is:

  • Involves the activity of planning and organizing people, infrastructure, communication and material components of a service.
  • To improve its quality and the interaction between the service provider and its customers.
  • May function as a way to inform changes to an existing service or create a new service entirely.
  • The purpose is to establish best practices for designing services according to both the needs of customers and the competencies and capabilities of service providers.
  • The service will be user-friendly and relevant to the customers, while being sustainable and competitive for the service provider.

Ok, this all sounds good right? So how do I get started? I am lucky enough to have attended the Adaptive Path Service Design seminar which gave me a grand introduction to the value and process. I am going to share a great asset they provided to me so that you can share it with your teams. (PDF is attached at the bottom of the article.)

Service Design blueprinting building blocks.

Now that you have a bit of foundation of what it means, I suggest you start creating Service Blueprints for the various products and services that your organization produces. You would be amazed the opportunities and caps you will discover from a Service Design blueprint exercise. Give it a try!

Service Blueprint block Example layout

Global Service Jam 2016

Global Service Jam Los Angeles logo

I am happy to report surviving another Global Service Jam. So what is global service jam? Is it some sort of cook off? Are you making jam? What does service have to do with it?

The Global Service Jam is a non-profit volunteer activity organized by an informal network of service design afficinados, who all share a common passion for growing the field of service design and customer experience.

Jennifer Blatz, UX Designer, attended Global Service Jam in Los Angeles.

The website goes on the say

As a participant in the Global service jam, you will work through a whole design process in one weekend. Whether you are experienced or completely new to the field, you won’t just be talking about service design, you will be working with others on developing concrete ideas and designs which could become real.

Furthermore:

  • You will learn more about a design-based approach to problems, and about sustainability.
  • You will pick up a load of new ideas and work practices.
  • You will meet a lot of cool people at all levels of experience.
  • Your work and ideas will be reviewed by your peers, and presented to the world, where they can be seen by potential customers or employers, or people who could make them real.
  • You will design something that may become a real business.
  • You might get rich and famous.
  • You will certainly have a blast.
Working on a storyboard with team members, Jennifer Blatz, UX Designer, attended Global Service Jam in Los Angeles.
Working on a storyboard with team members, Jennifer Blatz, UX Designer, attended Global Service Jam in Los Angeles.

And have a blast I did! It is exhilarating, exhausting, energizing and exciting. I get to participate in activities I don’t normally get to at work. I get to collaborate with complete strangers, who become friends through a weekend of intense team work. I get to flex some UX muscle, and keep skills sharp. I get to explore new ideas and learn about new skills like Service Design Blueprint and Business Modal Canvas. I know it might seem crazy to give up an entire weekend for an activity like this. But I think it is fun and I am always up for a challenge.