Abstract
Service Design multidisciplinary heritage provides a wide array of methods and tools to practitioners. This can be overwhelming for inexperienced service designers or may present a threat to the coherence of consultancy organizations creating services for third parties. We present a reflection on the use of tools and methods in Service Design and propose a taxonomy, both to provide guidance to newcomers and enforce team coherence. By surveying ten distinct sources, both from industry and academia, we collected more than 160 methods and tools. Each method’s relevance for the community was inferred from its frequency on the survey and the most relevant were clustered according to six dimensions: why, who, what, how, when and where. The resulting clusters were visualized in four quadrants charts for each dimension. Based on this proposal, practitioners can then address each problem from several perspectives, using the most appropriate tool.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
Similar content being viewed by others
References
Aldersey-Williams, H., Bound, J., Coleman, R.: The Methods Lab | User Research for Design. Design for Ageing Network (DAN), London, UK (1999)
Bitner, M.J.: Servicescapes: The Impact of Physical Surroundings on Customers and Employees. The Journal of Marketing 56, 57–71 (1992)
Brown, T., et al.: Design thinking. Harvard Business Review 86, 84 (2008)
Buchenau, M., Suri, J.F.: Experience prototyping. In: Proceedings of the 3rd Conference on Designing Interactive Systems, pp. 424–433 (2000)
Campos, P., Nunes, N.J.: Practitioner tools and workstyles for user-interface design. IEEE Software 24, 73–80 (2007)
Cherubini, M., Oliver, N.: A refined experience sampling method to capture mobile user experience (2009)
Davenport, T.H.: Process innovation: reengineering work through information technology. Harvard Business School Press (1993)
Dubberly, H.: ON MODELING Design in the age of biology: shifting from a mechanical-object ethos to an organic-systems ethos. Interactions 15, 35–41 (2008)
Dubberly, H., Evenson, S.: On modeling The analysis-systhesis bridge model. Interactions 15, 57–61 (2008)
Dubberly, H.: How do you design? Dubberly Design Office, San Francisco, USA (2004)
Dubberly, H., Evenson, S.: The experience cycle. Interactions 15, 11–15 (2008)
Edvardsson, B., Gustafsson, A., Johnson, M.D., Sandén, B.: New Service Development and Innovation in the New Economy. Studentlitteratur (2000)
Erlhoff, M., Marshall, T. (eds.): Design Dictionary. Birkhäuser Architecture (2003)
Evenson, S.: Designing for Service. In: Proceedings of DPPI, Eindhoven (2005)
Greenberg, S., Carpendale, S., Marquardt, N., Buxton, B.: The narrative storyboard: telling a story about use and context over time. Interactions 19, 64–69 (2012)
Hammer, M., Champy, J.: Reengineering the corporation: a manifesto for business revolution. Harper Business (1993)
Hegeman, J.: Mapping the Journey. UX Lisbon, Lisbon (2012)
Holmlid, S., Evenson, S.: Bringing service design to service sciences, management and engineering. In: Service Science, Management and Engineering Education for the 21st Century, pp. 341–345 (2008)
Mager, B.: Service Design – A Review. Köln International School of Design, Köln (2004)
Mendel, J.: A taxonomy of models used in the design process. Interactions, 81–85 (2012)
Moritz, S.: Service Design. Practical access to an evolving field (2005)
Pine II, B.J., Gilmore, J.H.: Welcome to the Experience Economy. HBR (1998)
Pruitt, J., Adlin, T.: The Persona Lifecycle: Keeping People in Mind Throughout Product Design. Elsevier (2006)
Roam, D.: The Back of the Napkin: Solving Problems and Selling Ideas with Pictures. Marshall Cavendish (2009)
Segelström, F.: Communicating through Visualizations: Service Designers on Visualizing User Research. In: DeThinking Design, ReThinking Services–First Nordic Conference on Service Design and Service Innovation (2009)
Stickdorn, M., Schneider, J.: This is Service Design Thinking: Basics - Tools - Cases. BIS Publishers (2011)
Shostack, L.: Designing Services that Deliver. Harvard Business Review (1984)
Tassi, R.: Design Della Comunicazione e Design Dei Servizi (2008)
Tassi, R.: Service Design Tools, http://www.servicedesigntools.org/
Zeithaml, V.A., Bitner, M.J.: Service Marketing. The McGraw-Hill Companies (1996)
Design Council - Design methods, http://www.designcouncil.org.uk/about-design/how-designers-work/design-methods/
Designing With People, http://designingwithpeople.rca.ac.uk/methods
Engine Service Design | Service Design, http://enginegroup.co.uk/service_design/methods/
Methodbank, http://www.methodbank.com/
Services - Adaptive Path, http://adaptivepath.com/work/services
The Design Exchange, http://www.thedesignexchange.org/methods
UsabilityNet: Methods list, http://www.usabilitynet.org/tools/list.htm
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2013 Springer-Verlag Berlin Heidelberg
About this paper
Cite this paper
Alves, R., Jardim Nunes, N. (2013). Towards a Taxonomy of Service Design Methods and Tools. In: Falcão e Cunha, J., Snene, M., Nóvoa, H. (eds) Exploring Services Science. IESS 2013. Lecture Notes in Business Information Processing, vol 143. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-36356-6_16
Download citation
DOI: https://doi.org/10.1007/978-3-642-36356-6_16
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-642-36355-9
Online ISBN: 978-3-642-36356-6
eBook Packages: Computer ScienceComputer Science (R0)