Turn Service Design Ideas into Action using the Service Design Scorecard System
Q: How can service designers facilitate stakeholders to identify and prioritize ideas, and be confident in the chosen direction?
A: The Moment Service Design Scorecard System
Here's what you'll get:
- A tool to guide group discussions based on design and business needs; not personal opinions
- An Excel spreadsheet with instructions and built-in formulas
- A 5-step process to involve designers and stakeholders with differing interests
- A decision-making framework to have confidence in your chosen path to action
- A process to evaluate and prioritize two different project types: service design ideas and prototypes
The Scorecard was originally introduced in Touchpoint, The Service Design Network's magazine, in August 2018 (vol 10 no. 1).
The Scorecard in action
We made the Service Design Scorecard to use with our clients. It has been tested with real teams in multiple industries, including telecom, banking, insurance, healthcare, not-for-profit, and the public sector. It works really well.
I’m sharing this with you for 2 reasons:
- I wrote an article about this tool for the Service Design Network publication Touchpoint, and wanted to also make the tool available to friends of The Moment. (The Touchpoint article is behind a paywall, but if you just want the scorecard and instructions you can get those for free by providing us your email address on the form above.)
- As we continue to collaborate on new tools and methods to advance the practice of service design and innovation, I would love to hear how you are using this and any similar tools in your projects.
A Scorecard case study:
I recently worked on a service design project with a client in the banking industry. We worked to build a sales experience that both delighted customers and met existing business needs. We did this through research insights and co-creation sessions where we spoke directly to our client's customers. It gave us (many!) amazing ideas and directions to test out.
After low-fidelity prototypes and analyzing both opportunities and learnings, our team presented eight concepts to the client’s larger stakeholder group from across the business. We used the Service Design Scorecard to evaluate and discuss each concept, and prioritize the next phase of the project.
As a result of the Scorecard, I was able to centre the discussion around the needs of the business and the design, leaving personal opinions and judgments out of it. I find it an immensely useful tool, and one that allows me to easily facilitate productive conversations in a group of diverse stakeholders.
Try it out, let me know what you think.
Simon Mhanna is an Innovation Designer whose career has spanned multiple countries, industries, and organizations, from start-ups to multinationals. He developed the Scorecard as a way for teams to help prioritize and structure decision making within complex, multi-stakeholder service design engagements. For questions about the scorecard, or to provide feedback (we'd love to know how you're using it!) please email Simon (firstname.lastname@example.org)