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by Jakob Schneider, Adam Lawrence, Markus Edgar Hormess, Marc Stickdorn
This Is Service Design Methods
Introduction
1. Research Methods
Methods of data collection
Methods of data visualization and analysis
Qualitative research method planning checklist
Research analysis and visualization method planning checklist
Desk Research: Preparatory Research
Step-by-step guide
Method notes
Desk Research: Secondary Research
Step-by-step guide
Method notes
Self-Ethnographic Approaches: Autoethnography
Step-by-step guide
Variants
Method notes
Self-Ethnographic Approaches: Online Ethnography
Step-by-step guide
Method notes
Participant Approaches: Participant Observation
Step-by-step guide
Variants
Method notes
Participant Approaches: Contextual Interviews
Step-by-step guide
Participant Approaches: In-depth Interviews
Step-by-step guide
Method notes
Participant Approaches: Focus Groups
Step-by-step guide
Method notes
Extra: Interview Guidelines
Non-participant Approaches: Non-participant Observation
Step-by-step guide
Method notes
Non-participant Approaches: Mobile Ethnography
Step-by-step guide
Method notes
Non-participant Approaches: Cultural Probes
Step-by-step guide
Method notes
Extra: Co-Creative Workshops
Co-creative Workshops: Co-Creating Personas
Step-by-step guide
Method notes
Co-creative Workshops: Co-Creating Journey Maps
Step-by-step guide
Method notes
Co-creative Workshops: Co-Creating System Maps
Step-by-step guide
Method notes
Data Visualization, Synthesis, and Analysis: Building a Research Wall
Step-by-step guide
Method notes
Data Visualization, Synthesis, and Analysis: Creating Personas
Step-by-step guide
Method notes
Data Visualization, Synthesis, and Analysis: Mapping Journeys
Step-by-step guide
Method notes
Data Visualization, Synthesis, and Analysis: Mapping Systems
Step-by-step guide
Variants
Data Visualization, Synthesis, and Analysis: Developing Key Insights
Step-by-step guide
Method notes
Data Visualization, Synthesis, and Analysis: Generating Jobs-to-be-done Insights
Step-by-step guide
Method notes
Data Visualization, Synthesis, and Analysis: Writing User Stories
Step-by-step guide
Method notes
Data Visualization, Synthesis, and Analysis: Compiling Research Reports
Step-by-step guide
Method notes
2. Ideation Methods
Ideation planning checklist
Pre-ideation: Slicing the Elephant and Splitting the Ideation Challenge
Step-by-step guide
Method notes
Pre-ideation: Ideas from Future-State Journey Mapping
Step-by-step guide
Method notes
Variation: One-Step Journey storming
Extra: Journey Ideation with Dramatic Arcs
Step-by-step guide
Pre-ideation: Ideas from Future-State System Mapping
Step-by-step guide
Variant technique for steps 2 & 3: Stakeholder constellation
Method notes
Pre-ideation: “How might we …?” Trigger Questions from Insights and user Stories
Step-by-step guide
Method notes
Generating Many Ideas: Brainstorming
Method notes
Generating Many Ideas: Brainwriting
Step-by-step guide
Method notes
Generating Many Ideas: 10 Plus 10
Step-by-step guide
Method notes
Adding Depth and Diversity: Bodystorming
Step-by-step guide
Method notes
Adding Depth and Diversity: Using Cards and Checklists
Step-by-step guide
Method notes
Adding Depth and Diversity: Ideation Based on Analogies and Association
Step-by-step guide
Method notes
Understanding, Clustering, and Ranking: Options Octopus Clustering
Step-by-step guide
Method notes
Understanding, Clustering, and Ranking Options: Benny Hill Sorting (“Thirty-five”)
Step-by-step guide
Method notes
Understanding, Clustering, and Ranking Options: Idea Portfolio
Step-by-step guide
Method notes
Understanding, Clustering, and Ranking Options: Decision Matrix
Step-by-step guide
Method notes
Reducing Options: Quick Voting Methods
Variations
Method notes
Reducing Options: Physical Commitment
Step-by-step guide
Method notes
3. Prototyping Methods
Planning prototyping methods checklist
Extra: Theatrical Methods – an Introduction
Why?
What are the techniques?
Prototyping Service Processes and Experiences: Investigative Rehearsal
Step-by-step guide PREPARATION
Step-by-step guide USE/RESEARCH
Method notes
Variants: Partial rehearsals or walkthroughs
Variant: Rehearsal for rollout
Prototyping Service Processes and Experiences: Subtext
Step-by-step guide ROLLING SUBTEXT
Step-by-step guide SUBTEXT CHAINS
Method notes
Prototyping Service Processes and Experiences: Desktop Walkthrough
Step-by-step guide PREPARATION
Step-by-step guide USE/RESEARCH
Method notes
Prototyping Physical Objects and Environments: Cardboard Prototyping
Step-by-step guide PREPARATION
Step-by-step guide USE/RESEARCH
Method notes
Prototyping Digital Artifacts and Software: Rehearsing Digital Services
Step-by-step guide PREPARATION
Step-by-step guide USE/RESEARCH
Method notes
Prototyping Digital Artifacts and Software: Paper Prototyping
Step-by-step guide PREPARATION
Step-by-step guide USE/RESEARCH
Method notes
Prototyping Digital Artifacts and Software: Interactive Click Modeling
Step-by-step guide PREPARATION
Step-by-step guide USE/RESEARCH
Method notes
Prototyping Digital Artifacts and Software: Wireframing
Step-by-step guide PREPARATION
Step-by-step guide USE/RESEARCH
Prototyping Ecosystems and Business Value: Service Advertisements
Step-by-step guide PREPARATION
Step-by-step guide USE/RESEARCH
Method notes
Prototyping Ecosystems and Business Value: Desktop System Mapping (Aka Business Origami)
Step-by-step guide PREPARATION
Step-by-step guide USE/RESEARCH
Method notes
Prototyping Ecosystems and Business Value: Business Model Canvas
Step-by-step guide PREPARATION
Step-by-step guide USE/RESEARCH
Method notes
General Methods: Sketching
Step-by-step guide PREPARATION
Step-by-step guide USE/RESEARCH
General Methods: Mood Boards
Step-by-step guide PREPARATION
Step-by-step guide USE/RESEARCH
General Methods: Wizard of Oz Approaches
Step-by-step guide PREPARATION
Step-by-step guide USE/RESEARCH
4. Facilitation Methods
Three-Brain Warm-up
Step-by-step guide
Method notes
Color-Chain Warm-up
Step-by-step guide
Method notes
“Yes, and …” Warm-up
Step-by-step guide
Method notes
Red and Green Feedback
Step-by-step guide
Method notes
A. This is Service Design Methods. The Method Companion
Index
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