Hej! Here a thought for Mark on digital tools for sd. Maybe there are already plenty of stuff, or not usefull for anyone else, but we see ourselves needing a more visual/canvas based forms when doing some online research. Thanks too guys for sharing all this show!
Gantt Charts are not necessarily a problem because you can plan iteration within your gantt charts and you can adjust them as necessary... But yeah, a lot of service design research is awful.
Of course a customer journey map is a deliverable. A great deliverable even. If I were to own a business, having a validated current state customer journey presented to me in a form of a map would be of great value. Moreover, if a a group of designers based on that validated current state would come up with ideas of a future "what if" kind of customer journey maps, I would be very pleased as well! Now I would have something concrete to try out, based on reality. A customer journey map makes a great deliverable.
Thanks, Don. I understand what you mean and I do agree that a journey map is a great tool. However, a service design project should not end with a journey map. Too often I saw projects that ended with a journey map and not with (a positive) impact on employees or customers. If someone uses a journey map as a visualization of research data to identify a design challenge - great! If someone uses a journey map to visualize new concepts and actually does prototype and implement these - awesome! If someone asks an agency to create a journey map, but doesn't do anything with it (and uses this as an excuse " we're doing service design - here's a journey map" - crap. Unfortunately, handovers with a journey map as a deliverable often does not work, because the team who needs to implement a journey map does not feel co-ownership. At least in my experience...
