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How to map a brand new service?

Hi guys

I'm looking for ideas of how to map a service that doesn't exist yet, for a market that doesn't exist yet? I've heard SD practioners mention service mapping for new services (i.e. one that hasn't evolved from an existing service) but I've never seen any examples. Do you have any suggestions? We have target users, but no existing 'tasks' to build for. The service is about behaviour change, trying to stimulate new behaviours. If there are any 'show and tell' examples that would be great. :)

Irith

@irithwilliams

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Permalink Reply by Yoko Akama on July 10, 2012 at 16:45

Hi Irith

Have you heard about scenarios? They're a good way to think about 'what could be' - and you can co-create this with your stakeholders, which enables them to contribute in tangible ways. Scenarios can be quite broad or specific, depending on what you are using it for, and of course, you need to take the time to build this. Have a look at EMUDE's sustainable everyday, or talk to Kate Archdeacon (VEIL) and what they're doing with Sunshine 2032, which is a model based on EMUDE's scenario work.

If you're coming to the dumpling evening, Kate will be there, so you could talk to her about it!

Hope this helps

y

Permalink Reply by Diahnne Berthold on July 11, 2012 at 8:09

Hi Irith,

As you mentioned "behaviour change" this might be useful. "Hälsokollen: Design methods for creating services that support long term behavioural change" http://vimeo.com/17888528

Not sure about the video, but the PDF is in english. You may be able to email them and ask for more info.

All the best!

Cheers,

Diahnne

Permalink Reply by Irith Williams on July 11, 2012 at 12:43

Hi Yoko and Diahnne, thanks for these suggestions, I will definitely check them out. I'm feeling a little less bewildered now (getting into the user research data more closely). I guess my question was prompted by looking at SD presentations which 'show and tell' service mapping, and the comment seems to be made 'you can do this for future services too' but I struggled to find any examples of those future service maps. Luckily the UIE newsletter's featured article for this week is 'Designing what's never been done before'. There's also a plug for a Scenarios workshop, so that's another suggestion to look at Scenarios. Thanks guys, see you next week. :)

Permalink Reply by Gavin Melles on August 12, 2012 at 16:31

Go to Service design tools and youll find what you want

For actual methods IDEO methods cards will help with the design process

Lots of books out there to with helpful stuff - buy service design thinking

some apps on the market can help

long conversation needs FTF

Permalink Reply by Irith Williams on August 12, 2012 at 21:57

Thanks Gavin. I have spent a fair bit of time on Service Design tools, and while there are lovely examples of service mapping not that I could find of 'never been done before' behaviours, in terms of imagined tasks ... or maybe I'm just missing something.....

A very helpful 'show and tell' I found is on Pintrest, http://pinterest.com/uxjam/journeys/ 39 different journey mapping examples, if anyone's interested....

Permalink Reply by Gavin Melles on August 13, 2012 at 8:43

Thanks for the link tip

I think it should still be possible with the right people in the room to use some existing tools to imagine the future. Hope it's working out

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