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Service Design Toolkit

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A series of 16 individual templates for different service design methods and techniques, plus posters with a guiding methodology for use in your own workshops. The posters do not include much step-by-step guidance so these are best used by people who have used these methods and techniques previously. The publisher's website also includes some case studies. Available in English and Dutch.

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Flanders DC


Discipline or practice

Service Design

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Date Published



CC BY-NC Attribution-NonCommercial


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4 reviews for "Service Design Toolkit"

  1. Inès Lr says:

    The ‘Service Design Toolkit’ consists of 16 templates focusing on various service design techniques and approaches. The templates tackle multiple dimensions of service design (user insights, design scope, ideation…). The toolkit gives an overview of the design process as each poster is made of different boxes that correspond to a particular point of the topic the templates seeks to address. It provides methods to improve the quality of a service by adopting a user-centric approach. This toolkit is valuable for anyone needing guidelines or specific steps in the designing process. In that sense, these posters are particularly useful for those who already have some knowledge of design theory and techniques and want to apply them for a given project. In particular, the toolkit can serve as material for a workshop. For those who are completely unfamiliar with designing notions, complementary documents might be needed to maximise their usage of the ‘Service Design Toolkit’.

  2. The Service Design Toolkit and then in particular the Persona toolkit has proved to be of great value to my team and me. We have used the Persona toolkit to gain a better understanding of the customer of a social enterprise we were advising. The persona was in particular useful because this project took place during the COVID-19 pandemic and our clients’ customers lived in Ghana while we worked from Paris. Unable to meet these customers in person, gaining a good understanding of their profile was therefore certainly a challenge. The Persona toolkit requires you to think of the customer’s general characteristics and in particular, and that proved to be of great value of us, about the things that motivate and demotivate them when using our client’s service. Through the persona we thus gained a better understanding of the key factors driving the customers’ behaviour. An additional benefit of this Persona toolkit is that it functions as a mean of communication between our team. When my team members had to make decisions in the project for which understanding our client’s customers was essential, but they had not spoken with these customers themselves, the Persona Toolkit proved to be very useful in helping them understand the people they were talking about.

    A limitation to this version of the Persona Toolkit is that its categories might not be the best one’s to describe your customer or service user. In that case, I advice you to Google for a few other formats as there are many different ones available that will surely allow you and your team to gain a better understanding of your service users.

  3. Jane Kloster says:

    The Service Design Toolkit is user-friendly and accessible with a simple step-by-step poster-plan and simple keywords on the templates to do-it-yourself. The toolkit from Flanders has a human-driven approach of design thinking, where the methods start from the needs and requirements of users and look for solutions together with these users and other stakeholders. These two perspectives are, as an example, seen in the “framing” – here the ‘organization’ and its ‘context’ on one side and the ‘user’ and ‘the employees and other stakeholders’ on the other side. The two perspectives in each phase make this toolkit strong, as it innovates an organization for the benefit of both itself and also the user.
    The available approach to the toolkit makes it possible to do most by yourself, however they recommend that you hire an external consultant to moderate the workshops and to guide you through the process. Especially if you are completely new in relation to design, as the templates themselves do not come with an elaborate use explanation. If you need inspiration on how service design is used in the public and non-profit sectors, you can find inspirational cases on the website.

  4. The Service Design Toolkit takes users through an entire process of design, from framing to user insights, personas, design scope, ideation, service concept, prototype and test, and feasibility, by making them complete diverse diagrams, shemas and cycles. It is then extremely visual and interactive and forces the project leader to envision the project differently and very thoroughly. It is very straight-forward. The series of “activities” follows all the steps of Design Thinking for a smart problem solving project through short step-by-step toolkits logically ordered, which results in a painless yet very complete process for an optimal result. The same kind of process is brought forward by other toolkits such as the DesignKit ones, but this one is better and unique regarding its conciseness and easy use. It is very intuitive and simple to make sense of it and to apprehend the general articulation of the steps. However, it only consists of the same kind of component (fill-in templates) so it lacks a bit of diversity.
    The descriptions on how to use the templates are very -maybe too- succinct so it is not easy knowing the use they were intended for, and this might make it harder to adapt them to specific projects. Giving access, on the side, to demonstrations of the templates filled-in with concrete examples would be useful. Still, to my mind, the templates apply without much difficulty to most public sector projects aiming at developing a service.
    The templates remain easy to use, no specific technic or expertise is needed. But since the explanations and guidance are minimal, this toolkit might be more beneficial to users who are familiar with this kind of exercise. It should be perfectly adapted to any civil servant. I personally really enjoy its clarity, efficiency and intuitivity, as by just scrolling down the page you can immediately cease the different steps of the process and make sense of them without too much effort. No time is lost on trying to understand what this toolkit provides as it is very straight-forward.

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