Service design methods
Practical tools and methods that can be utilised in the design and development of user centric services. These items have been selected from OECD’s OPSI Toolkit Navigator keeping in mind particularly the development of digital public services.
Design Methods for Developing Services
An introduction to service design and a selection of service design tools. The resource is both an online catalog of resources as well as a publication. Combined, they comprise a basic but comprehensive introduction to service design and a selection of service design tools. The resources include the fundamentals of service design, an explanation of the Double Diamond design process and how it is used in service design, what to expect when working with a designer, and tools and methods that service designers use in the creative process. The publisher is considered the creator of the Double Diamond design process, which is ubiquitous in the design world.
To access the toolkit, click on the link below, which directs you to the OPSI-site. You do not have to log in, you may scroll down the OPSI-page to have direct access to the toolkit.
Publisher:
United Kingdom Design Council
Keywords:
Service design
Service design methods
Links:
https://oecd-opsi.org/toolkits/design-methods-for-developing-services/
Service Design Toolkit
This toolkit includes a series of 16 individual templates for different service design methods and techniques, plus posters with a guiding methodology for use in your own workshops. The posters do not include much step-by-step guidance so these are best used by people who have used these methods and techniques previously. The publisher’s website also includes some case studies. Available in English and Dutch.
To access the toolkit, click on the link below, which directs you to the OPSI-site. You do not have to log in, you may scroll down the OPSI-page to have direct access to the toolkit.
Publisher:
Namahn Flanders DC SPIDER
Keywords:
Service design
Service design methods
Links:
https://oecd-opsi.org/toolkits/service-design-toolkit/
Practical Guide for Service Blueprinting
Service blueprinting helps you see the experience a customer has with your service from a holistic viewpoint. It gives you not just the end-to-end view of the experience, but also exposes the “backstage, behind-the-scenes” work that shows you not just how the experience is designed, but more importantly how it was delivered. The real end-to-end, surface-to-core view of how your business is delivering how it acts in service. This guide introduces our practical approach to this powerful method.
To access the toolkit, click on the link below, which directs you to the OPSI-site. You do not have to log in, you may scroll down the OPSI-page to have direct access to the toolkit.
Publisher:
Practical Service Blueprinting
Links:
https://oecd-opsi.org/toolkits/practical-service-blueprinting-the-guide/
The Service Sandbox
A visual, playful, co-creation tool that allows individuals to explore digital services in a tangible and interactive way. The sandbox can be used to test an existing service or to create new ones. The resource is oriented toward designing interior environments, especially digitalising environments, but could be used more broadly. The tool consists of three phases (build, ideate and define), plus a pitch template for taking the process one step further. According to the authors, the tool can be used when design professionals and other professions want to work and co-create together in order to achieve alignment and create a common language between them.
To access the toolkit, click on the link below, which directs you to the OPSI-site. You do not have to log in, you may scroll down the OPSI-page to have direct access to the toolkit.
Publisher:
Digitalist Group and Jane Vita
Keywords:
Service design
Digital transformation
Links:
https://oecd-opsi.org/toolkits/the-service-sandbox/
The Social Design Methods Menu
The toolkit provides an approach and methods those looking for a new way to tackle social and policy issues by making services more valuable to customers and users, easier to use, with fewer resources wasted on implementing the right ideas in the wrong way (or on the wrong ideas entirely). This approach involves spending time understanding people’s experiences and resources on their own terms, taking methodical steps to analyse and address these with their active participation, and pushing for more effective cross-team and cross-organisational working.
To access the toolkit, click on the link below, which directs you to the OPSI-site. You do not have to log in, you may scroll down the OPSI-page to have direct access to the toolkit.
Publisher:
Lucy Kimbell and Joe Julier
Keywords:
Social design
Service design methods
Links:
https://oecd-opsi.org/toolkits/the-social-design-methods-menu/
Designing for Behaviour Change Toolkit
This toolkit outlines Bridgeable’s approach to harnessing behavioural economics (BE) to design better products and services that nudge user behaviour. It combines a service design approach with a BE approach, with the caveat that BE helps identify and tweak pivotal moments of decision making but not overall user experience or strategies. The toolkit includes an overview of BE as well as an ideation and testing framework incorporating BE principles to move from a current state to an idea future state. A basic knowledge of service design is helpful for approaching this toolkit.
To access the toolkit, click on the link below, which directs you to the OPSI-site. You do not have to log in, you may scroll down the OPSI-page to have direct access to the toolkit.
Publisher:
Bridgeable
Keywords:
Behaviour change
User behaviour
Nudging
Links:
https://oecd-opsi.org/toolkits/designing-for-behaviour-change-toolkit/