THE SERVICE DESIGNER'S
MEASURABLE
EXPERIENCE
DESIGN
STARTER PACK
A complete how-to guide to design, implement and manage meaningful experiences
These are my everyday tools. I have developed them over years of consulting and design work with global design teams.
From my first clients in a local agency, to my work in global consulting group Idean/CapGemini Invent, these are my tools of choice.
It is a streamlined combination of methods that will keep you user-centric, turbocharge your data-driven design skills, make teams accountable and keep management happy.
DATA DRIVEN
SERVICE DESIGN
Goals, Tracking, Research, Hypothesis, Moments, Relationship, Milestones — That's it.
EVERY DESIGN ACTION SHOULD BE CONTEXTUAL: CENTERED IN USERS AND ALIGNED TO STRATEGY. DATA SHOULD BE CONTEXTUAL AND UBIQUITOUS: SIMPLE, RELEVANT AND FUNDAMENTAL FOR DESIGN DECISIONS.
WHO? WHY?
These tools have been very helpful to service designers, product owners, growth hackers, UX designers and project leads.
STEP BY STEP
ALIGN WITH STRATEGY AND SET GOALS
Set your measurable goals and the key performance and experience indicators you need to track. Targets matter, too!
DATA TRACKING: JOURNEYS & CUSTOM FUNNELS
Keep your clients up to date with what's happening. To make this content your own, just add your images, text and links, or connect to data from your collection.
KEY EXPERIENCE
INDICATORS: RESEARCH YOUR NORTH
Start experimenting, and understanding how numbers are affected.
TURN YOUR IDEAS INTO A HYPOTHESIS
Keep your clients up to date with what's happening. To make this content your own, just add your images, text and links, or connect to data from your collection.
ACT ON MOMENTS, NOT TOUCHPOINTS
Have you tapped into the unique value propositions the customers you want to reach want? Have you fulfilled their need, exceeded the expectation? Research if you did, especially if you have paying customers.
PLAN HOW YOUR RELATIONSHIP GROWS
You now need to plan the progress of the relationship to each client — what happens after the first, second, third interaction to each customer, and how to direct them towards the higher value segment.
REPORTING MILESTONES: SCALING IDEAS
You are now able to create your KEI management system. It's a model that came from the operations, budgets, and impact your company makes.
It's your blueprint for your portfolio management, your internal startup culture, your innovation management policy and accounting.
