Methods / tools / case studies

We have compiled a start to some of the commonly used methods (and more) in Service Design, contributed generously by some of the experts in the field in Australia and New Zealand.

Please note the credits and application of the CC license in each one. Thanks!

What is a service? What is service design?

• Some definitions
• An exercise
• How to teach yourself service design: three years of lessons learnt

Co-design

• 'Working backwards'
  
• Enabling co-design
• Co-design for Social Good - by Centre for Social Impact (CSI)

Personas / user-stories

• Flavour Crusader project
• Household persona for a local zero carbon campaign
• User Stories: a strategic design tool
• Introduction to building personas and scenarios

Customer experience mapping

• The Australian Taxation Office experience
• Chronic Disease and Mental Health Care Plan Pathway
• Service enactment

Journey of a customer

• Inland Revenue (New Zealand)

Service Blueprints

• What is it?

Service Delivery strategy

• A game - making your way

Storyboarding

• Creating a banking service

Scenarios

• 'What if' cards for bushfire planning
• Emerging a user experience strategy

Visualising knowledge

• Playful Triggers