Service Design Sprint

Step 1: Setup

• Materials Needed: Design thinking tools, customer personas, scenario cards, prototyping materials (e.g., paper, pens, software tools), feedback forms.
• Room Preparation: Arrange workspace with stations for each team equipped with tools and materials needed for brainstorming and prototyping.

Step 2: Briefing Participants

• Explain the objectives: to create innovative service solutions that enhance customer satisfaction.
• Outline the rules: the sprint consists of multiple phases, including ideation, prototyping, and testing, each with time constraints.

Step 3: Starting the Game

• Distribute customer personas and scenarios to each team to provide context and inspiration for their service designs.

Step 4: Ideation Phase

• Teams brainstorm solutions to the needs presented in the personas and scenarios, sketching out ideas and forming potential service concepts.

Step 5: Prototyping Phase

• Using the initial ideas, teams develop physical or digital prototypes that can be used to demonstrate the service concept.

Step 6: Initial Testing

• Teams present their prototypes to other participants who act as potential customers, gathering initial feedback and insights.

Step 7: Iteration

• Based on feedback, teams refine their prototypes, making adjustments to better meet customer needs and expectations.

Step 8: Final Presentation

• Teams present their refined service prototypes, explaining the rationale behind their designs and how they address the specific needs of the personas.

Step 9: Evaluation

• Facilitators and other teams evaluate the services based on innovation, customer impact, feasibility, and scalability.

Step 10: Debriefing

• Discuss each team's process, what worked well, what challenges were encountered, and how problems were solved.

Step 11: Learning Reflection

• Participants reflect on the lessons learned during the sprint and how they can apply these insights to real-world service design projects.

Step 12: Feedback Collection

• Gather feedback on the sprint format and the effectiveness of the learning experience.

Step 13: Follow-Up

• Plan a follow-up session to review the implementation of ideas and evaluate their success in a real environment.

Step 14: Celebrating Success

• Acknowledge teams or individuals who demonstrated exceptional creativity, customer understanding, and problem-solving abilities.

Step 15: Continued Practice

• Encourage regular design sprints within the organization to continuously innovate and improve services.

Service Design Sprint not only helps teams understand the full scope of designing a customer-centric service but also instills a culture of rapid innovation and iterative development, critical for staying competitive in today's market.