the sERVICE DESIGN COMPANY
Delivering competitive advantage through service differentiation
Understand
Observation and recording of customer behaviours, attitudes and opinions is useful because it helps organisations better understand their customers and get a better handle on their implicit and latent desires. Download these tools & templates which can help you improve your understanding of customers or your business environment;
Customer Journey Map
A tool to help understand and improve user experiences
Empathy Map
A tool for capturing customer’s feelings about your services
Flow Diagram
A tool to help understand business processes and make meaning out of lots of data
Touchpoint Matrix
A tool for visualising how customers use your service and help you make sure that all possible customer connections are handled appropriately
Concept Map
A tool for visualising the relationship between elements of a service (people, systems, objects etc.)
Useful Stuff
Customer Personas
Understanding customers & stakeholders interest in your service & their importance /influence
Stakeholder Map
Understanding your wider stakeholders and what motivates them
Service Safari
An experiential process for understanding services.
Context Map
Understand the context within which a product or service will be delivered.
User Shadowing
Understand the context within which a product or service will be delivered.