Stickdorn M., Schneider J. & Co-authors (2011) This is service design thinking - Basics - Tools - Cases

I found a really good book on Service design; This is service design thinking- Basics-Tools-Cases. The book was written by twenty-three international authors in 2011(Marc Stockdorn, Jacob Scneider and co-authors). The book contents a lot of tools ands real cases concerning service design, which really gave me some aspect on the subject.

Co-creating is considered a core aspect of the service design philosophy and involves anyone from staff, executives to customers working together to be able to study and innovate a given service experience.

Co-creation is a great tool and can be combined with a lot of other service design tools. The focus in co-creation should be on producing material that can set the boundaries for a discussion while not constraining the response of a participant. To be able to ensure that co-creation runs smoothly, it is vital to know when to ask a generalised question to be able to open up an conversation but also when the time is right to press a specific point in order to draw the attention back to the service under review.  Co-creation often involves a mix of people working together in small groups. The result is then presented to a larger group, followed by discussion and feedback. The most vital part in this tool is that people are not afraid to express ideas and take part of the discussion.

A co-creation session tries to explore potential directions and collect a wide range of different perspectives. These results can then be used as inspiration for the core design team, who then again develop and polish the results. Co-creation also facilitates future collaboration, since groups are brought together and therefore creates a feeling of shared ownership over the developed concepts and innovations.

I noticed that this website happens to include a lot of the tools that were mentioned in the book, i.e. co-creation, customer journey, storytelling and so on. These both sources can help us a lot when doing the project for Aktia.

References:

Stickdorn M., Scneider J. & co-autohors (2011) This is service design thinking - Basics - Tools - Cases, Bis Publishers. 

/Bella