Spark Works
Position: Service Designer
Zurich, Switzerland
Service Design Innovation offer
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Spark Works helps organisations to bring bold ideas to life through products, services, and practices grounded in Human-Centered Design.
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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.
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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
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The Service Design offer included:
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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.
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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.
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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.
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Digitalise services:
- Co-creation of future-ready services for the digital world of tomorrow.
- Translation of digital transformation risks into business opportunities.
