Assignment 3: Design Safari: Activity 3A: Service Design Tools

Activity 3A asked us to read through examples and case studies from servicedesigntools.org to try and identify appropriate methods that could have been useful in previous design projects.


The tools that I thought appropriate for some of my previous design projects are as follows:


The Group Sketching Tool
This tool is a quick, fast and economic tool for developing and explaining ideas simultaneously.





This particular tool would have been incredibly beneficial if practised within two group projects within semester one of this academic year.  The group sketching tool would have forced the individuals within my group to come up with a design sooner rather than later!  It would have brought everyone's ideas 'out in the open' and insisted that each member of the team contributed within group discussions.  All ideas would have been brought to the table and therefore could have created some relevant conversation in relation to the project.  As part of the 'group sketching' activity, a group sketchbook could have been created, illustrating each individual's thoughts and developments throughout the project.  Other members of the group could then have further developed an other member's idea into something more ideal/realistic.


The mind map tool
This tool allows our thoughts and their connections to be made visually. 





This is a tool that I find extremely useful, on a personal level.  After being introduced to 'mind mapping' during the assignments in first semester, I have realised how beneficial they can be.  I believe that carrying out the exercise forces you to think about a topic in detail before beginning to search for any potential connections.  It's a great method to help develop the initial ideas you may have.





During assignment one in first semester, we were strictly told that there was a DIFFERENCE between 'a mind map' and 'a spider diagram'.  Therefore you can understand why I was surprised when I noticed on the service design website that there was an image of a spider diagram, NOT a mind map, used as the example image for the case study on the topic of mind mapping (image above).. I must admit- I was disappointed with the accuracy considering we had to produce accurately drawn mind maps as part of our earlier assignments....


The mock up tool
The mock up is a model, an illustration or a collage describing an idea.





This particular tool is incredibly beneficial within interior design projects.  Producing a model of an interior space allows the designer to visually assess whether the design 'works'.  The degree of spacial awareness is increased after creating a model.  A finished model also helps to explain to the client what is involved within the design, so that they are able to gain a full understanding of the proposition.  A model also helps to reduce any potential ambiguity. 


The experience prototype tool
This tool is a simulation of the service experience that foresees some of its performances through the use of the specific physical touchpoints involved.





I feel that this tool would have been appropriate if carried out within our exhibition design project.  It would have allowed each member of the group to come together to test the solution through an active participation of the users.  As the main target within this project was to come up with an appropriate and effective way of re-telling the history of jute within Dundee, we could have come up with a number of experiments as a method of finding out how best to explain the history. 


The customer Journey Map tool
The customer journey map is an oriented graph that describes the journey of a user by representing the different touchpoints that characterize his interaction with the service.


-Case Study: The Trainride





The user experience is obtained by connecting the different touchpoints in a sequence.  The touchpoints can be physical, virtual or human.


This service design tool creates a 'step to step' guide on a project to both designer and client.  It allows them to visualize the potential plan of an idea.  This tool would be useful if used within every design project.