service-design-research-objectives

 

service-design-data-collection-methods

Field research: observations

service-design-field-observations-workstation

Field research: Interviews (Discussion guide)

service-design-discussion-guide

Structured qualitative data analysis

service-design-data-analysis

 

service-design-coding

Data analysis: network diagrams

service-design-network-diagrams

Service blueprint development

service-design-service-blueprint

 

service-design-journey

Implementation recommendations and research report

service-design-implementation

Service design project aiming at reducing interactions with the call center whilst increasing customer satisfaction.

Deliverables:
• Research planning and methods selection
• Discussion guide
• Field research (interviews, observation)
• Qualitative & qualitative analysis
• Network diagrams
• Workshops
• Service design blueprint
• Report and recommendations

Client: Transports For London