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Tools from Hypereal's ALGIM workshop
Practical tools to transform your services
At the 2024 ALGIM conference Jodee and Chris from Hypereal presented a case study of a successful service design project.
After the workshop, some of the participants expressed an interest in the tools and resources that were presented in the session.
This document contains some of the resources and tools to help you as a service designer. It introduces two methodologies we use, and links to templates that might assist in your work.
As with any tools, these design tools have limitations and are best used by skilled professionals. Using the right service design tool at the right time can deliver great outcomes for you and your customers. Using a tool at the wrong time can elongate project timeframes, compromise benefits and add unnecessary project costs.
Frameworks
In our case study presentation we demonstrated two frameworks we used to help make decisions and guide our activities:
1. Cynefin Framework
We use Cynefin as a sense-making framework.
By understanding the characteristics of a problem and categorising it into one of the domains in this model, we can determine the best approach to take.
This is a critical first step and challenges any biases we have about the best way to solve the problem.
2. Double Diamond
The Double Diamond gives us a loose framework for approaching design that helps us avoid jumping straight into solutions.
When we consider the Double Diamond’s in the context of Cynefin, it is better suited to problems in the complicated and complex domains, where the relationship between problem and solution is not immediately clear.
The Double Diamond one of many service design methodologies that have become popular over the past 10 years. We like the simplicity of the model as an introduction to people who are new to design, however the realities of designing within organisational systems have seen this model adapted over time to be more situationally aware. For example, the latest iteration includes engagement and leadership as dimensions that need to be considered throughout.
Design tools
1. Mapping techniques
Process mapping
Shows the steps in a process, focusing on tasks, decisions, and activities. It helps understand internal workflows and find areas to improve.
Benefits of process mapping:
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Streamlines internal processes.
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Identifies bottlenecks and inefficiencies.
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Provides a clear operational view for teams.
Customer journey map
Tracks a customer's experience with a service or product, focusing on emotions and actions at each stage, from awareness to post-purchase.
Benefits of customer journey mapping:
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Provides insights into the customer’s experience.
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Identifies pain points and moments of joy.
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Helps teams improve the customer experience.
Service blueprint
Combines both the process map and customer journey map, showing the customer’s experience alongside the internal processes, including employee actions and touchpoints.
Benefits of service blueprints:
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Provides a complete view of both customer and service provider perspectives.
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Identifies areas for improvement in service delivery.
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Clarifies roles and responsibilities across teams.
2. Service design software
We use several online tools to support our design process. Each tool has specific strengths and can often be used together.
Two of our favourites that we included in our case study are:
Miro
Great for collaborative brainstorming, mind mapping, and visual project management. Ideal for remote teams.
Figma
Powerful for UI/UX design, prototyping, and collaborative real-time design work. Works in the browser, making it easy to collaborate
3. Service blueprint template
We’ve created a Service Blueprint template for you to use in Miro.
Instructions:
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Access the Miro board - https://miro.com/app/board/uXjVLFLSzAs=/
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Copy the template to your own board to start using it.