Service Development Flashcards
What are the components of the business model canvas?
Key Parnterships
Key Resources
key activities
value proposition
customer relationships
channels
customers segments
cost structure
revenue streams
What are the 4 stages of the double diamond model?
discover,define,develop,deliver
Statistics about urbanization?
- 56 to 70% urbanization by 2050
- Cities generate 80% of global GDP
- 88% of Danes live in urban agglomerations (annexation of peri-urban areas)
- People living in cities have higher expectations regarding public services
Service blueprint
Evidence
Customer journey
- line of interaction
frontstage
- line of visibility
backstage
- line of internal interaction
support
Apply the double diamond model
Through the research project the Double Diamond model was key in offering a structured approach to the service design process. In the Discover-phase we gathered insights and identified user needs through a semi-structured, in-depth interview with a city administrator and a focus group interview with Copenhagen residents. In the Define phase we benchmarked our idea against already existing solutions and understood that the proposed service indeed had a very wide user group. In the Develop phase, a survey was carried out meant to test prototypes of new features and changes to the solutions already existing. And the deliver phase was not actually carried out, but we discussed potential partners and analysed financial aspects.
What is SD logic?
- Service is the fundamental basis of exchange.
- Indirect exchange masks the fundamental basis of exchange.
- Goods are a distribution mechanism for service provision.
- Operant resources are the fundamental source of strategic benefit.
- All economies are service economies.
- Value is co-created by multiple actors, always including the beneficiary.
- Actors cannot deliver value but can participate in the creation and offering of value propositions.
- A service-centered view is inherently customer oriented and relational.
- All social and economic actors are resource integrators.
- Value is always uniquely and phenomenologically determined by the beneficiary.
- Value co-creation is coordinated through actor-generated institutions and institutional arrangements.
What is the triple bottom line?
People, profit, planet
What is a persona?
A persona is a fictitious bid for one’s ideal user.
The person can provide answers to a lot of questions that come up when you work on your services
What is pretotyping?
Pretotyping is a method that you can use to get your idea checked before you start
developing your idea.
The basic idea is to get feedback from users as early as possible in one’s development
process.
The way to do it is to make/build very simple versions of the service or product you
ultimately want to make.
What is service design?
Overall, service design is a holistic approach aimed at creating an efficient service for the end user
from start to finish. This requires an understanding of the entire service ecosystem, where all pain points
are identified, and involvement of all stakeholders relevant to the service.
Discus service and experience design
Experience Design
Improving user satisfaction and loyalty is achieved by creating positive emotions in users when they use the service, thus fostering loyalty and desire to use the service repeatedly, for example, by meeting users’ expectations at every moment of the journey, knowledge we can gain through user testing.
Service Design
Creating a good and efficient user experience, for example, by reducing customer effort as
much as possible and tailoring the service to the user’s specific needs. Every step in the
service is a direct or indirect communication with the service and the company/organization
behind it.
What is the value proposition canvas?
gains - gain creators
pains - pain relievers
