Service DesignDaantje van Gent
As a Service Designer I design the end-to-end journey of a service. I can help you work customer centrically to optimise your services and customer experience. Together we will orchestrate your service delivery for optimal customer experience based on customer insights. I develop service concepts and propositions that clearly communicate how value will be generated for the customer or employee, in addition to value for your business.
Key activities:
Conducting research and mapping insights and foresight around the customer or employee experience;
Making complex information transparent and visual to share across your organisation;
Translating insights and foresight into new opportunities and solutions.
What's included
Customer Journey map
A Customer Journey (map) is a visual storyline of every engagement a customer has with a service, brand, or product. The key to understanding your customer.
Employee Journey map
An Employee Journey (map) is a visual storyline of every engagement an employee has with an organization, from first contact (onboarding) to the moment they leave.
Insights: pains and gains
Insights to understand your customer or employee needs.
- Customer pains (called pain points), are persistent struggles and challenges customers face in their lives or in their business. Customer pain may come from services they can’t manage themselves, poor availability of resources, undesired costs, maintenance worries, or any number of other concerns that distract them from their main goals.
- Customer gains help people save time, save money, finish their jobs to be done, feel good, or otherwise receive the benefits they desire. Customer gain points are not necessarily the alleviation of pains.
Qualitative research generates insights, while quantitative research validates insights.
Opportunity areas
Opportunity areas are the combination of 1 or more insights turned into a question on how you may be able to help the user achieve a uniquely positioned, unmet need
Idea Catalogue
Ideation starts when the opportunity areas are mapped. Ideation is the process of generating a broad set of ideas on a given topic, with no attempt to judge or evaluate them. During an ideation workshop the team comes up with new ideas based on the opportunity areas. At the end of the workshop, the team votes on the best ideas. These are further elaborated and visualized so that they can be validated with customers or employees.
Experience Vision
Combines learnings, concepts and desired actions/behavioral interventions into a comprehensive document to share across teams and departments.
Starting at$120 /hr
Tags
Figma
Microsoft PowerPoint
Miro
Power Apps
TheyDo
Service Designer
UX Researcher
Service provided by
Daantje van Gent Hilversum, Netherlands
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- Followers
Service DesignDaantje van Gent
Starting at$120 /hr
Tags
Figma
Microsoft PowerPoint
Miro
Power Apps
TheyDo
Service Designer
UX Researcher
As a Service Designer I design the end-to-end journey of a service. I can help you work customer centrically to optimise your services and customer experience. Together we will orchestrate your service delivery for optimal customer experience based on customer insights. I develop service concepts and propositions that clearly communicate how value will be generated for the customer or employee, in addition to value for your business.
Key activities:
Conducting research and mapping insights and foresight around the customer or employee experience;
Making complex information transparent and visual to share across your organisation;
Translating insights and foresight into new opportunities and solutions.
What's included
Customer Journey map
A Customer Journey (map) is a visual storyline of every engagement a customer has with a service, brand, or product. The key to understanding your customer.
Employee Journey map
An Employee Journey (map) is a visual storyline of every engagement an employee has with an organization, from first contact (onboarding) to the moment they leave.
Insights: pains and gains
Insights to understand your customer or employee needs.
- Customer pains (called pain points), are persistent struggles and challenges customers face in their lives or in their business. Customer pain may come from services they can’t manage themselves, poor availability of resources, undesired costs, maintenance worries, or any number of other concerns that distract them from their main goals.
- Customer gains help people save time, save money, finish their jobs to be done, feel good, or otherwise receive the benefits they desire. Customer gain points are not necessarily the alleviation of pains.
Qualitative research generates insights, while quantitative research validates insights.
Opportunity areas
Opportunity areas are the combination of 1 or more insights turned into a question on how you may be able to help the user achieve a uniquely positioned, unmet need
Idea Catalogue
Ideation starts when the opportunity areas are mapped. Ideation is the process of generating a broad set of ideas on a given topic, with no attempt to judge or evaluate them. During an ideation workshop the team comes up with new ideas based on the opportunity areas. At the end of the workshop, the team votes on the best ideas. These are further elaborated and visualized so that they can be validated with customers or employees.
Experience Vision
Combines learnings, concepts and desired actions/behavioral interventions into a comprehensive document to share across teams and departments.
$120 /hr