Design Research
Stakeholder Collaboration Tools for Service Designers
Company
SDT
Role
Service Design, Ideation, Service Prototyping, Tool Design
Duration
3 months
The Problem
In our research, we found that service designers use existing tools such as journey maps and personas in their practice, however these tools are not specifically adapted to the healthcare context. This means designers need to spend extra time customizing these tools. In addition, designers are missing tools when it comes to aligning values at the beginning of a project and evaluationg services throughtout the project.
How can we help service designers collaborate and communicate with healthcare stakeholders?
Design Challenges
Toolkit Development
In our research, we found that service designers use existing tools such as journey maps and personas in their practice, however these tools are not specifically adapted to the healthcare context. This means designers need to spend extra time customizing these tools. In addition, designers are missing tools when it comes to aligning values at the beginning of a project and evaluationg services throughtout the project.
Adapting Existing Tools
Toolkit Design
The toolkit consists of seven canvases and an illustrated card set which can be used interchangeably for different stages of the design process. Three of canvases are based off of familiar design tools: the user journey map, the stakeholder map and the persona. They have been adapted to include healthcare specific information, visual imagery, color coding and definitions. This helps to create a common language for patients, medical staff and designers to communicate and co-design together.
Evaluation Tools
The new tools we designed are the value alignment canvas and the evaluation scorecard and graph.
The values alignment tool is for stakeholders to share the values important to them and to prioitize the values and objectives of the project. The evaluation scorecard is to help designers define KPIs and evaluate their projects based on healthcare values. The graph is a method for a designers to visually communicate the results of the scorecard and demonstrate the impact that their design has had.
Publishing
The tools were designed to match the SDT branding and to be easily integrated into the platform. PDF versions are available to print. All tools were also designed to be available for use online on whiteboarding platforms such as Miro and Mural remote work.
Tutorial Bookset
