Compare Design Packages

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Examples • LightMediumComplex





E.g.

Let's illustrate the same example with the three packages...



Say... a bank wants to develop a new instalment payment system, so online customers can instantly request to pay for an item over 3 or 4 months with limited interest and almost.



Scenario — "Light"



Target:

customers of three major retailers which are partnering with the bank for this pilot



Context:

  • they already have an deep understanding of their targets' needs, pain points and aspirations (including draft personae)

  • their product team understands user centricity

  • their developers are used to work with an agile framework

Diagnostic:

  • They understand this is more than just building a secure API, this shouldn't be just left to technical people as it also relies on human emotions for adoption (does it feel safe? Am I sure there won't be hidden costs? Is it a SCAM? Will it go onto my credit card? etc.).

  • This requires a great deal of attention to user experience before (e.g. awareness & buy-in) during (e.g. reassurance to minimise drop out rate) and after purchase (e.g. limit defaulting).

  • they understand this project requires a service design approach to create a meaningful, seamless and profitable experience.




Light Project

Approximative no. of billable days

5 days






Scenario — "Medium"



Target:

  • Online retailers will which have to be converted and supported during implementation and maintenance

  • Customers of these online retailers



Context:

They understand they have a double sided platform with users that have very different needs on each side

Retailers:

  • a small online shop won't need the same features and support as a major retailers

  • inside retailers we'll find decision makers who'll decide to adopt the service, developers (some in-house, some eternal) who'll implement, analysts who'll download weekly/monthly reports in various formats, accountants...

  • Consumers: who are the end-users of the payment system and therefore have the needs detailed in scenario A

What they need:

  • A lot of behind-the-scenes interactions will occur in the delivery of this service in order for customers to experience a smooth payment.

  • Lots of different needs have to be taken into account in the design of the solution.

  • Most importantly, we see here that what we call “the solution" is not merely a piece of software but a set of processes coordinating the interactions of a handful of stakeholder, some relying on the technical expertise delivered through the payment API, some by humans, some by the clever messages, interface and notifications on the end-user screen.




Medium Project

Approximative no. of billable days

9 days






Scenario — "Complex"



Target:

  • online B2C retailers which will have to be converted and supported during implementation and maintenance

  • customers of these online retailers

  • as well as B2B retailers and their customers



Context:

  • B2C retailers/customers and their B2B counterparts have really different needs and pain points (e.g. several stakeholders may be involved in a B2B purchase)

  • Meaning this larger scope potentially doubles the research and personae building work

What they need:

  • A strong emphasis on user research is needed to accurately prioritise the needs of the many stakeholders in this brief.

  • It is crucial to have a well laid out plan (delivered in this mission in the shape of a service blueprint and user stories) to be able to make the best use of developers (limited) time, once this goes into production.

  • Service design can help build a meaningful experience for both B2B and B2C customers, a functional and coherent set of tools for stakeholders on the retailers side and a profitable business for the bank.






Complex Project

Approximative no. of billable days

16+ days




Side Support vs. Full Lead

Brows the following packages to determine what level of support is right for your team.








Light Project

Ideal for simple services that don't reinvent the wheel. You just want to make sure the dev prioritise the right User Stories.

Approximative no. of billable days

5 days







Requirements

Choose this pack if:

    The product team is strong and agile
    They have collected lots of data and need help sorting through the requirements of various stakeholders
    They haven't formalised what they know about the end users but there are at least two customer-facing staff in the team
    Developers are in the starting blocks ready to shoot code as soon as they're fed the right stuff
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Mock agenda:



Mini Kick-off (45 min)



Research:

1/2 day immersion with a customer-facing staff



Workshops:

4 x 2 hrs workshops



Deliverables:

1 Service Blueprint (pdf & editable)

1 Final Handover (presentation + Q&A)









Medium Project

Ideal for projects involving a greater number of stakeholders with a delivery team that lack first hand data about users.

Approximative no. of billable days

9 days



Requirements

Choose this pack if:

    Some customer data (demographics...) but no real insight about end users (context, needs, feelings throughout their journey)
    Silos in the organisation have caused some level of incoherence in customer journeys in the past
    The service addresses a limited number of stakeholders with only few interactions with third-party services
    Direct access to customers mean User Reasearch can be performed easily
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Mock agenda:



Kick-off & onboarding (2.5 hrs)



Research:

1 day immersion with a customer-facing staff

1 days interviews with customers



Workshops:

7 x 2 hrs workshops



Deliverables:

1 Service Blueprint (pdf & editable)

2 Personae with corresponding Customer Journey maps

1 Final Handover (presentation + Q&A)









Complex Project

Ideal if you're innovating in a new space, creating a state-of-the art service for customers you don't know intimately yet.

Approximative no. of billable days

16+ days



































Requirements

Choose this pack if:

    No Product Owner (PO) has been appointed yet or the PO has too much on his plate already
    There are different types of customers to cater for, with various sets of needs
    Limited knowledge about them
    Multiple internal stakeholders involved
    Interdependent with an ecosystem of other services
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Mock agenda:



Kick-off & onboarding (2.5 hrs)



Research:

1.5 days immersion with a customer-facing staff

4 days interviews with customers



Workshops:

12 x 2 hrs Workshops

1 Prioritisation Sprint (2 hrs workshop with dev) once blueprint has been validated



Deliverables:

1 Service Blueprint (pdf & editable)

3 Personae with corresponding Customer Journey Maps

1 Change Roadmap (processes, training...)

1 Backlog a.k.a. development roadmap (Exhaustive list of Epics + exhaustive list of User Stories for 1 Epic)

2 Final Handover (presentation + Q&A)

Weekly office hours (1 hr per week during 5 weeks) Objective: challenge and debunk questions arising during service implementation







Baptiste Bachellerie Independent Service Designer



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