Service design: Process & links
In this, I am going to talk about whom to follow? from where you can get help in designing? and Process of Service design.
But what is Service Design?
Service design is the activity of planning and organizing a business’s resources (people, props, and processes) in order to (1) directly improve the employee’s experience, and (2) indirectly, the customer’s experience.
—— nngroup.com
Service components are broken down into frontstage and backstage, depending on whether the customers see them or not. Think of a theater performance. The audience sees everything in front of the curtain: the actors, costumes, orchestra, and set. However, behind the curtain, there is a whole ecosystem: the director, stagehands, lighting coordinators, and set designers.
Here we are going to talk about the process of Backstage part of the design.
Process & links:
1. Goal identification
Create 10–15 question to ask from the client to know what they want to do? What did they want to achieve by this? How did they see this would solve the problems? What is the business model? According to them who are their users? How does this system or ecosystem work?…
2. Create a persona
Find out who are potential users, their demographics and then do research by questionnaire, on-line or off-line, and face-to-face interviews. How to create a persona.
3. Fundamental assumptions
Fundamental: “a central or primary rule or principle on which something is based.”Assumptions: “a thing that is accepted as true or as certain to happen, without proof.”
Our goal with fundamental assumptions is to boil down the major, core ideas that underpin our customers and business, to validate that we in-fact have them correct. Create questions and answer them and find which assumptions are correct and which are not.
4. Create User stories
Follow the format: As a [user role] I want to [perform some function] so that [some value is realized].
5. Feature’s prioritizing
Write all user stories, scoring criteria and total score, then weight every criterion and find which feature is most important to made(Use excel sheets).
Design model: Usability testing or Heuristic Evaluation, done by a Usability expert.
Business model: Use aha(This scoring method is best for new launching product )scoring criteria(or any other criteria) and score the every user story according to criteria.
6. Paper prototype
Got all the features then derive the workflow after that made Paper prototyping and run all the user stories through that paper prototype.
7. Testing
Validate your feature and assumption by Qualitative testing(user testing, taking with users, sees using paper prototype) and quantitative testing(A/B testing, Surveys, etc). Test any time and more often.
Share your thoughts.
