Our working methods
Within the different phases of a service design project, we work with a variety of different methods.
Research Methods
Empathy Tools
Service Designers use empathy tools to help them understand particular habits of customers and users. For example …
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Customer Diaries
Customer diaries are a cost effective way of getting a detailed insight into the everyday behaviour of users in relation to (immaterial) products and any related habits …
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Mystery shopping
This method involves stepping into the customer’s shoes to experience the service, whether on location, over the phone, or perhaps through email …
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Personas
Often in Service Design, fictional people are created to represent a particular set of users. The persona is based on the behaviours and characteristics …
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Shadowing & Observing
Shadowing involves observing the customer in their everyday environment and how they behave. For example, how they use a …
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Stakeholdermap
A stakeholder is someone who has some sort of interest in an offered service. A stakeholder map is a visualing method …
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Methods in the Creation phase
Mock-ups
Mock-ups are first and rough sketches that help to describe ideas for a service or service concept. They help to …
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Service-Acting
Service design is the process of looking at human interactions. In order to present these interactions, as well as hi-lighting any …
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Service Prototyping
Just as prototypes for material products are developed, they can also be developed for immaterial services. Through prototypes …
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Storyboarding
As services are experienced over a period of time, one picture to visualise it isn’t normally enough. It is common in service design to …
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