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Image Courtesy of Frog Design
The Collective Action Toolkit from Frog Design, puts design thinking tools in the hands of non-designers with the aim of allowing communities to come up with tangible solutions to real world problems. Similar in vain to IDEO's Human-Centered Design for Social Innovation, the kit encapsulates Frog Design's take on design thinking in an effective, fun, and practical manner. More information about the kit and the download here.
Samples from JAMK's Service Design Toolkit
The Service Design Toolkit was developed by JAMK University of Applied Sciences in collaboration with Palmu Inc. All templates included in the toolkit are available free of charge and distributed under the Creative Commons Licence. The toolkit contain a full set of tools covering everything from project definition to project implementation. Inside you will find Alexander Osterwalder's Business Model Canvas and a nice implementation of a customer journey map. You can find out more information about the project and download the service design toolkit HERE.
Image Courtesy of UXMatters
Journey mapping is a structured visualisation of a service's user experience. Although there is no standard agreed upon format, the journey map typically illustrates service touchpoints, and customer emotions on the journey from pre-service to post-service delivery. Service delivery is typically multi-channelled and time-based and leverages multiple information sources. By providing service designers with a longitudinal view of the customer experience, service designers can identify problems and opportunities for service innovation. It also allows the service designer to reflect on individual touchpoints and to analyse discrete stages of the customer journey.
As all service users will differ, customer journey maps are typically created for multiple user types, or personas. This allows the service designer to compare several customer experiences. The links below provide excellent examples of how customer journey maps are being used by organisations to improve user experience and service delivery.
Further Reading:
http://desonance.wordpress.com/2010/06/16/customer-experience-mapping/
http://blogs.hbr.org/cs/2010/11/using_customer_journey_maps_to.html
http://sixrevisions.com/user-experience-ux/customer-journey-maps/
http://service-design-network.org/node/1707/
