How to understand it, and the tools and methods you need to help you solve it!
Adopting 'Design Thinking' or 'Human-centered Service Design' processes into the product & service design workflows can help you and your teams identify & focus on real customer problems, so you can deliver solutions that are viable, feasible and – just as vital – desirable to the humans that use them.
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These processes can help you design products & services, ways of working or even work spaces & office layouts. They can help you improve the existing or create new innovative experiences and business development opportunities.
Recent challenges...
Decline by Complexity
Streamline and simplify the service offering to alleviate complexity for both customers and internal product teams, to effectively address declining retention rate
UX Maturity Boost
Develop a robust UX methodology fostering a human-centric ethos in problem-solving, empowering designers, and strengthening solution confidence
Feedback Loop
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Encourage Reading
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Access To Beauty
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DESIGN THINKING
Observe & interact with customers to understand real problems to solve
About me...
"After spending the first part of my career as a visual designer, I found myself moving into the realm of product design but I always felt like I needed to know more, I wanted to be part of the bigger picture"
I moved into experience design but still found that I worked on just one piece of the puzzle. I wanted to know what happens before my moment and what happens after; I wanted to look at the wider experience; I wanted to collaborate, experiment and share.
Most of all I wanted to move away from assumption and opinion-based design to designing outside-in to solve real human problems with viable, feasible and desirable products & services.
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I now use ‘Design Thinking’ and ‘Human Centred Service Design’
methods in my work and actively encourage and facilitate colleagues and teams in adopting these in to their own projects.
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I’ve created this site to share some of the methods I use, and how I see everything fitting together. There are so many methods and resources out there, I’m sharing what has worked for me!
The BIG picture...
ORGANISATION
Which is made up of
PRODUCT(S) & SERVICES
Which contain multiple
Analytics
USER EXPERIENCES
We build 'Empathy' around them through
Experience your service
OBSERVATION & RESEARCH
Usability studies
So we can
Interviews
Contextual observation
MAP JOURNEYS & EMOTIONS
Journey mapping
Emotion mapping
To identify the
MOMENTS THAT MATTER
Then we can follow the
Personas & insights
Service blueprints
DESIGN THINKING PROCESS
To design better
Prototyping
Iteration & improvement
Ideation
Diverge & converge
JOURNEYS
CONTINUOUS IMPROVEMENT
User journeys
Which we can validate through
SHARING
Usability studies
Iteration & improvement
To create more
DESIRABLE, VIABLE & FEASIBLE EXPERIENCES
Diverge & converge
Which we communicate through
STORYTELLING
Communicate through stories
and
DESIGN & DEVELOP STAGES
User flows
UI
MOMENT BLUEPRINTS
Service blueprints
We combine all the moments into a
User stories
Interaction design
Wireframes
SERVICE BLUEPRINT
– Source: Service design, the big picture ALStarr75
Service design is a never ending cycle, once you have designed and delivered your new moments and experiences it is time to start over, human needs change minute by minute and your services and products need to evolve to meet them.