Service Design Thinking and Tools

Tonight, I gave a talk at the Lean/Kanban monthly meetup, and since I can't upload a file to meetup, I'm posting my deck here.

 I think Stage Theory was the highlight of the talk.

I think Stage Theory was the highlight of the talk.

It leans heavily on the work and generosity of Megan Miller and Erik Flowers of Practical Service Design. This was my first time out presenting on service design thinking, and I didn't have a plan in place to capture all the sources I used as I mashed ideas together, especially as I went back and forth over materials provided by www.practicalservicedesign.com. What that means is if any idea or turn of phrase really resonated with you, you should probably credit either Megan or Erik for it.

Here's what I do have for those of you who are interested in learning about service design thinking and what you can with it.
Much gratitude for the utility and inspiration it afforded me. If you're interested in Lean/Kanban and you're in NYC, here's the meetup info. Join us for Lean Coffee one Friday morning!

Sources for last night's talk, know-how and inspiration for service design work --

  1. Flowers, Erik. “Demystifying Service DesignPart 1.” Web blog post.  Web. Practical Service Design. Medium. 13 Feb. 2017. 01 an. 2018. 
  2. Flowers, Erik. “Demystifying Service DesignPart 2.” Web blog post.  Web. Practical Service Design. Medium. 13 Feb. 2017. 06 Jan. 2018. 
  3. Flowers, Erik and Miller, Megan. "Intro to Practical Service Blueprinting.” Online course. Web. Practical Service Design. Teachable. 28 Aug 2017. 10 Jan 2018.
  4. Kalbach, Jim. Mapping Experiences: A Complete Guide to Creating Value Through Journeys, Blueprints & Diagrams. Book. O’Reilly Media Inc. 20 May 2016. 09 Jan 2018.
  5. McGrath, Rita Gunther. “To Reduce Complexity in Your Company, Start with Pen and Paper.” Web blog post.  Web. Practical Service Design. hbr.org. Harvard Business Review. 22 Aug. 2016. 01Jan. 2018. 
  6. Miller, Megan Erin and Flowers, Erik. ”The difference between a journey map and a service blueprint." Web blog post. Practical Service Design. Medium. 8 Mar. 2016. Web. 01Jan. 2018.
  7. Wikipedia contributors. "Business value." Wikipedia, The Free Encyclopedia. Wikipedia, The Free Encyclopedia, 26 Mar. 2017. Web. 7 Jan. 2018.