How can you understand the real needs of the user of your service, while optimizing each touchpoint of the service?
As project managers and service designers, we know that every part of the process must be carefully planned, especially when resources are limited.
We have collaborated from the Municipality of Thessaloniki for the improvement of the social service “Help at Home”, to the international foundation “Robert Bosch Stiftung” for the creation of educational programs for the digitization of social services. We know (very) well the importance of a proper operational service.
We research and learn in depth the users of the service we are examining and their characteristics (persona). We plan step-by-step (user-journey) all the touch-points, we analyze all the resources (material equipment, human resources, technology) required by the provider to operate the service (service blueprint) and we create a common understanding with all the stakeholders for the structure of the service.
We do not design or update services based on assumptions, but based on the real needs of the users. What are their digital skills? Their age? What should the pace and speed of the service be? Social services must be derived from social needs and at this stage we take care to create ideas that have been based on the 1st stage (EMPATHIZE) and involve all users of the service.
We improve the touchpoints of the service that are most important to the user, but also to the provider, and we test a prototype of the improved service. This way, we save resources, while simultaneously keeping track in real time of any new changes and their impact. We welcome user feedback as we look to improve our services in line with user needs.
We conclude the service design with a holistic report of the tools, the process and the challenges we encountered. We produce toolboxes with the conclusions that are open to the public, so that the process can be used by other entities as well. We coordinate feedback meetings of the working group, dissemination of the results in society and for every stakeholder. Lastly, we archive all the information of the service and all the steps we took along the way.
A one-year Service Design program, which reviewed the experience of 200,000 visitors to the Thessaloniki International Fair exhibition, using tools such as personas, user journeys, user needs, service blueprint, systemic approach, etc.