DT

designthinkers

DT
SERVICE = “any activity or benefit that one party can give to another, that is essentially intangible and does not result in the ownership of anything” (Philip Kotler)

designthinkers

DT SERVICE = an intangible product we experience in time through multiple touch-points and channels designthinkers .

DT SERVICE DESIGN = designing and arranging the interaction between service provider and end-user with the use of creative processes and methods designthinkers .

DT OUR GOAL designing innovative systems so our clients can deliver the best possible services designthinkers .

DT 1 DISCOVERING 2 CONCEPTING 3 DESIGNING 4 BUILDING 5 IMPLEMENTING designthinkers .

mission. culture > existing services (blueprint/ systems) > KPI’s. emotional KPI’s designthinkers .DT 1 DISCOVERING / business a research into: > organisations characteristics and goals > vision.

DT 1 DISCOVERING / business a research into: > context (stakeholders) > benchmarking designthinkers .

DT 1 DISCOVERING / business DELIVERABLE > context map > examples from the market designthinkers .

DT 1 DISCOVERING / experience a research into: > customer journey > experiences from end-users and front office personal > social space (ethnographic fieldwork) designthinkers .

DT 1 DISCOVERING / experience DELIVERABLE > mapping customer journey and all touch-points > analyses and recommendations designthinkers .

brainstorms. workshops) > prototyping > moodboard designthinkers .DT 2 CONCEPTING > developing ideas together with end-users and client (interviews.

DT 2 CONCEPTING DELIVERABLE > tested service concept > visual concept designthinkers .

locations etc.DT 3 DESIGNING > touchpoints (website.) > service system .

DT 3 DESIGNING DELIVERABLE > service blueprint (a detailed service system) > look-and-feel .

physical locations. training people) > organising designthinkers . media.DT 4 BUILDING > building all touchpoints (platform.

DT 4 BUILDING > developing marketing/ communication strategy designthinkers .

DT 4 BUILDING DELIVERABLE > processes/organisation tested and ready for implementation > marketing/ communication strategy designthinkers .

DT 5 IMPLEMENTING > opening the shop > inviting everyone in designthinkers .

DT 5 IMPLEMENTING DELIVERABLE > happy customers > highly competitive service organisation designthinkers .

D < G EPTIN C N CO DES IGNING < < DT OV C IS IN ER G < IM PL EM EN NG TI < BUIL DIN G designthinkers .

DT designthinkers .

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