SERVICE DESIGN TOOLS, WORKSHOP GUIDES & INSPIRATION

 

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.

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CUSTOMER JOURNEY RESEARCH

This is a tutorial covering the basis of customer mapping. While the lean startup skips this part nearly entirely, this process lets you map in detail and strategically plan every single touchpoint action.

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CUSTOMER JOURNEY MAPPING

Here we get to the mapping process, where we define the moments users go through and the layers in the Y-axis.

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BUILDING
YOUR KPI CANVAS

This simple canvas unites business consultant demands, analytics thinking and service design thinking. It's simple, yet highly effective for measuring both Key Performance Indicators and Key Experience Indicators. Don't miss this one!

 

Featured at InVision's Design Better newsletter.

 

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FINDING A DESIGN HYPOTHESIS

This is also a basic precedent, but teams will have an incredibly hard time on agreeing what is a hypothesis. Instead, use this to set the tone and vocabulary, and condition ideas to certain requirements.

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BUILDING A RELATIONSHIP CALENDAR

Use this to plan your loyalty/relationship actions over a three-layered calendar. It's a thinking model and works for any kind of CRM (Customer-Relationship Management) or automation suite. The type of actions were benchmarked over months on the best programs in the world, like Sephora, Amazon, McDonald's and more.