Spark Works
Position: Service Designer
Zurich, Switzerland
Service Design Innovation offer
Spark Works helps organisations to bring bold ideas to life through products, services, and practices grounded in Human-Centered Design.
As the first Service Design Associate, I created the Service Design offering of Spark Works.
Only the users themselves get to experience our organisations, services, and interfaces as a whole experience and identify broken parts. For me, Service Design is the way to make sense of all these different pieces providing consistent and seamless encounters.
At Spark Works, we decided to see services as co-produced journeys and their performance as the interactions between human behaviors, processes, and the ecosystem around them.
Service Design process:
Service Design process / Offer development / System thinking
Service Design Innovation
The Service Design offer included:
Customer insights for Service Design:
- Uncover and understand the jobs of the product or service.
- Focus on the right set of experiences required for purchasing and using it.
- Integration of the jobs into the operational environment and processes.
Co-creating end-to-end journeys:
- Envision new customer experiences by creating and testing end-to-end journeys.
- Co-develop services and experiences based on customer insights.
- System integration and linking existing sub-services into holistic journeys.
End-to-end journey transformation:
- Evaluation of services and experiences based on customer insights and business needs.
- Transformation of existing pain points into satisfying and new journeys/experiences.
- Identify gaps and re-shape journeys based on a holistic service overview.
- Fixing of processes or broken touch-points and co-creation of new ones.
Digitalise services:
- Co-creation of future-ready services for the digital world of tomorrow.
- Translation of digital transformation risks into business opportunities.