Service Design The learnings you shared in the debriefs.

Service Design How to choose a topic Learnings from the debriefing Get out
 Don’t look for topics on your computer, go out in the world to find interesting topics. Just walking helps to find new ideas. Observe
 Take the time to observe spaces and services you are interested in. Don’t rush, but stay still to observe. Start with you
 Ask yourself: « What is difficult for me? ». If it’s difficult for you there might be other people who go through the same struggle. Use a matrix
 To choose between topics, you can use a matrix with two axis. Place, for example, your topic ideas on the axis: how much energy is needed vs how much impact I could have. 1 2 3 4

Service Design How to understand humans Learnings from the debriefing Don’t call it an interview
 The word interview can scare people, just ask a question. 1 2 Don’t take no for a final no
 If people don’t want to help, propose alternatives: a short conversation or just one question. 3 Use your network
 Start with people you know, or ask people you know to connect you to others. 4 Talk to many to get the diversity
 People have very different opinions so it’s important to interview enough people to get a full picture. 5 Accept not all will be great
 Even with the same great questions, interviews can be very different in depth and quality. That’s okay. 6 It’s fun once you start
 It’s not always easy to start, but once you are in it (and once others are in it too) it starts to feel fun and natural.

Service Design How to make sense of what humans want Learnings from the debriefing It’s messy and it’s okay.
 The Service Design process can feel like a step by step thing, but at each stage we get inspiration for what happened before or is to come. Draw 
 to think.
 By starting to draw to make a summary new ideas emerge easily. It’s like thinking with hands instead of with the brain. Imagine a framework.
 Decide at the start how the synthesis should look like and what structure it should have. Then, fill that structure. Look for repetitions.
 Look for the intense emotions, and make them tangible. Look for what is repeated and make it bigger and stronger. 1 2 3 4

Service Design How to imagine how you can help Learnings from the debriefing Use stranger’s prompts.
 Ask someone else to come with prompts, keywords to use as a starting point to think more divergently. Think through another brain.
 Imagine you would be someone else, a specific person who is very different than you. How would this person solve the problem. Combine ideas.
 Bring together ideas from different ideation styles together to enrich them. Steal inspiration.
 Steal ways of working and pieces of services from other organizations outside of the industry your working for. 1 2 3 4

Service Design How to make it tangible Learnings from the debriefing Reality check
 Prototyping shows what works and what doesn’t work. 1 2 Use ugly tools
 Use tools that can’t make beautiful things to avoid perfectionism 3 Systems reveal
 Prototyping reveals how different ideas could work in one coherent system. 4 Place in context
 Place your prototypes in context in order to improve them, 5 Use fast tools
 Use the tools with which you are the fastest. 6 Force decisions
 Use short timing to force you to focus on what’s important. 7 It’s fun
 Prototyping is a fun way to develop a service idea. 8 It takes time
 Make sure to plan enough time to make several prototypes. 9 Go for different
 Don’t make variations but make completely different prototypes.