Service Design

 
 
Service Blueprint Workshop

Service Blueprint Workshop 2021

Service Design tools and methods help leadership teams and product design teams to gain clarity and alignment on current state pain points and future opportunities.

Through a mix of research and mapping workshops, team members collaborate and help build a solid picture of what’s happening both for their customers and internally for staff, processes and systems.

This enables opportunities to emerge and can inform vision and strategy for future product and service development, as well as potential process improvement. Through ideation, design, prototyping those ideas come to life and can be tested to gain confidence on their impact.

To find out how Service Design can help your team or organisation, feel free to book a time to learn more.

 

Springboard Trust

Springboard Trust is a cross sector business and charity model, helping School Principals through out Aotearoa to lead more strategically. Springboard Trust engaged FIRESIDE to assist with understanding operations and customer experience across their key programmes.

Approach:

  • Workshop design and facilitation

  • Discovery research interviews

  • Service Blueprint Outputs

  • Research report

  • Roadmap of prioritised initiatives

 
 
 

BOXER

Boxer is a new start up company that was looking to launch a global shopping service online. Being a new service, it was important to articulate what that service could look like through blueprinting and then prototyping and customer testing to quickly identify potential friction points in the service journey.

Approach:

  • Service blueprint

  • Service ideation workshops

  • Service prototyping and testing

  • Customer journey maps

  • Persona development

  • UX Coaching

“Working with Jodine doesn’t feel like you’re being ‘taught’ how to do things, but rather that you’ve learned in an organic way. Even though the teachings have been very structured, it feels casual and conversational, and very enjoyable.”
— Product Manager

ANZ NZ

ANZ NZ wanted to understand both the customers experience of different channels of service delivery and what systems, people and processes were supporting that experience. Once they had a clear picture of current state, I then lead ideation workshops across the organisation to help teams generate ideas and prioritise solutions.

Approach:

  • Discovery

    • Research review

    • Customer facing interviews

  • Ideation workshop design and facilitation

  • Design lead of final artefact