Service Design Process by Moritz 2005

Service Design Process by Moritz 2005

A bit of context 

Stefan Moritz, the guy behind this process, is what you could call a Service Design nerd. Today he is the Vice President Customer Experience and Director of Service Design at Veryday, one of the world’s top-ranking design and innovation consultancies. Stefan also wrote a book called "Practical Access to Service Design" that wants to give an overview and introduction to the thinking frameworks and ways of working of the service designer. 

What I like about it 

The first thing I particularly like about this Service Design process is its simple wording. The names of the different steps are exactly how you would describe Service Design if you would be in a bar with a friend: "Making it happen", "Selecting the best", etc.
Simplicity in the naming makes it a process that you can share also to people who are not at all familiar with Service Design or aren't used to strategic or innovation work.

A second thing I find particularly smart in this process is the "Selecting the best" moment. This moment is described like this:

Selecting ideas and combining concepts. Evaluating results and solutions.

To me, this selection moment where you focus your work only on a few ideas and concepts makes the process grounded in reality. Sure we all would love to improve everything. But often time and ressources are limited so focusing on one or two areas or ideas is already more than enough.
Lastly, I find it important to know this Service Design process because it's a classic. In the Service Design literature you'll often find mentions of Stefan Moritz's work. So it feels to me that this Service Design process is a good foundation to know and explore if you want to get a bit more theoretical and academic. 

Go deeper 

I found the image of this process on ResearchGate on a page that now doesn't exist anymore. But another person has uploaded another version here. This process is also quoted in a paper by called "Evaluating services An exploratory approach beyond Service Design" by Stefano Maffei.  

Course: What is the Service design process?

Buy nowLearn more
  • ⚠️ This is a work in progress: read this first7

Introduction

  • Welcome2
  • Why I created this course3
  • Process versus mindset

Service Design Processes by academics and authors

  • Introduction
  • Stickdorn Service Design Process
  • Service Design Process by Moritz 20053
  • Kuer Process Model1
  • Austin Center for Design process model with culture & service gaps
  • New Service Development Cycle
  • Scheuing and Johnson Service Design Process
  • Connect Consortium Innovation process
  • Service innovation process based on foresight and service design

In house Service Design Processes

  • Introduction
  • Capital One Service Design Process
  • Service Design Framework by BT

Consultancies Service Design Process

  • Introduction
  • Evenson and Dubberly Service Design process1
  • Continuous Service Design by Futurice2
  • Frog Service Design Process2
  • Koos service design
  • The "old" Livework's Service Design Process
  • The "new" Livework's Service Design Process
  • Service and Business Design Process by Livework
  • Engine Service Design Process
  • Whitespace's Enterprise Service Design Process
  • Nile's Service Design and Future Forecasting2
  • Manyone's Service Design Process

Public Service Design Processes

  • Introduction
  • Service Design Playbook by British Columbia Government Public Service1
  • Civic Service Design Process
  • Service Standard by the UK Government Digital Service 2
  • Digital Service Standard criteria by the Australian Digital Tranformation Agency
  • The Scottish Approach to Service Design (SAtSD)1
  • Project X's innovation model by Innovationsguiden
  • Colour-in City design process
  • Go further: A guide for the application of Service Design in public organizations2
  • Service design and delivery process by the Digitial Transformation Agency of the Australian Government

Design process that inspire Service Designers

  • Introduction
  • D. School Design Thinking
  • Human Centered Design by Design Kit and IDEO
  • Double Diamond by The Design Council
  • The Design Squiggle by Damien Newman
  • Google Design Sprint
  • Design Sprint Quarter by Design Sprint LTD
  • Entreprise Design Thinking by IBM
  • Strategy development process by ABB
  • Living Lab's Innovation Process

Going further

  • Bravo
  • But remember don't become a process asshole
  • The limitation of the project view
  • Books and articles to go further
  • Next recommended course and a little 🎁
  • Thank you note1