A Service Blueprint is a visual map or diagram identifying the key stages, touchpoints and other components that make up a service. This combination of text and graphics may be supported with photos or illustrations, showing particular touchpoints in more detail or offering additional explanation. Depending on complexity, a service blueprint may contain a key to make it understandable.

References:

See also: http://www.31v.nl/2010/05/the-service-blueprints-overview/

Image from: http://www.servicedesigntools.org/tools/35

A User Persona is a character that embodies user research in an easily identifiable and understandable form. It brings together lots of information about similar people to create a single character that represents the group. Personas are normally created as a set, showing different types of users with different needs. User personas can be communicated in a wide variety of formats but are normally a combination of images and text. A Persona can cover information such as name, age, occupation, where they live, family, hobbies & interests, likes & dislikes, and most importantly needs.

Image from http://creatingclassics.blogspot.fr/2009/10/personas.html

Source: Design methods for developing services from - http://www.innovateuk.org/_assets/pdf/design_methods_services.pdf

Shadowing involves researchers immersing themselves in the lives of customers, front-line staff, or people behind the scenes in order to observe their behavior and experiences.

Resources:

• See page 15 of “Design methods for developing services”:  http://www.innovateuk.org/_assets/pdf/design_methods_services.pdf

During a Service Safari, people are asked to go out ‘into the wild’ and explore examples of what they think are good and bad service experiences.

Resources:

• https://www.hvcollege.com/documents/technology/ServiceSafariActivity.pdf

See more at: http://www.evoco.co.uk/_blog/Bishop’s_Blog/post/Stakeholder_mapping_-_the_matrix/

• BSR’s short guide to stakeholder mapping: Stakeholder Mapping (Nov 2011).
• “Governing The Entrepreneurial Venture:Stakeholder Mapping” (PPT) Jean Clarke of Leeds University Business School
• http://www.bestpracticehelp.com/Stakeholder_Analysis_and_Mapping.pdf

What is it: (from “This is Service Design Thinking”):

A stakeholder map is a visual or physical representation of the various groups involved with a particular service. By representing staff, customers, partner organizations and other stakeholders in this way, the interplay between these various groups can be charted and analyzed. 

How it’s made:

• Draw up comprehensive list of stakeholders
• Highlight relationships and interactions between stakeholders

The Canvas has been developed to support you when designing services. You can use it not only for yourself to get a quick overview of certain service processes, but also with providers for a self—portrayal and with customers and other stakeholders to explore and evaluate services.

It is available under cc license.

Click for full size PDF

Original file at http://files.thisisservicedesignthinking.com/tisdt_cujoca.pdf