Service Jam Toolkit
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  2. Field
  3. Tools

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Service Jam Toolkit recommends the tools and methods below for your design process. The framework that resulted from the research is highly recommended for service innovation.

Service design is a creative process: not every tool or method listed is necessarily required, and any modification of a tool to better suit specific needs is welcome.

How to read the cards

Number of Projects: projects in this sector and field that used the tool. Sum of Projects Scores: those projects' evaluation scores added up. Project Score: the average score (sum ÷ number). Rating: the ranking value from the thesis; tools are listed with the highest rating first.

Ideation phase12 tools

  1. Brainstorming

    Sum of Projects Scores
    293
    Number of Projects
    49
    Project Score
    5.98
    Rating
    4.58

  2. Ideation

    Sum of Projects Scores
    109
    Number of Projects
    17
    Project Score
    6.41
    Rating
    1.95

  3. Design Scenarios

    Sum of Projects Scores
    31
    Number of Projects
    5
    Project Score
    6.20
    Rating
    0.93

  4. Cluster categories

    Sum of Projects Scores
    9
    Number of Projects
    1
    Project Score
    9.00
    Rating
    0.83

  5. Mind Mapping

    Sum of Projects Scores
    24
    Number of Projects
    4
    Project Score
    6.00
    Rating
    0.83

  6. Idea Generation

    Sum of Projects Scores
    18
    Number of Projects
    3
    Project Score
    6.00
    Rating
    0.75

  7. Co-Creation

    Sum of Projects Scores
    7
    Number of Projects
    1
    Project Score
    7.00
    Rating
    0.67

  8. Idea Selection - COCD Box

    Sum of Projects Scores
    7
    Number of Projects
    1
    Project Score
    7.00
    Rating
    0.67

  9. Problem Definition

    Sum of Projects Scores
    7
    Number of Projects
    1
    Project Score
    7.00
    Rating
    0.67

  10. Idea Sheet*

    Sum of Projects Scores
    6
    Number of Projects
    1
    Project Score
    6.00
    Rating
    0.58

  11. Design Challenge

    Sum of Projects Scores
    5
    Number of Projects
    1
    Project Score
    5.00
    Rating
    0.50

  12. Ideation - Idea Change Game

    Sum of Projects Scores
    5
    Number of Projects
    1
    Project Score
    5.00
    Rating
    0.50

Research phase30 tools

  1. Personas

    Sum of Projects Scores
    530
    Number of Projects
    91
    Project Score
    5.82
    Rating
    3.23

  2. Customer Journey Map

    Sum of Projects Scores
    343
    Number of Projects
    56
    Project Score
    6.13
    Rating
    2.07

  3. Storyboards

    Sum of Projects Scores
    286
    Number of Projects
    49
    Project Score
    5.84
    Rating
    1.83

  4. Stakeholder Map

    Sum of Projects Scores
    95
    Number of Projects
    16
    Project Score
    5.94
    Rating
    0.73

  5. Empathy Map

    Sum of Projects Scores
    67
    Number of Projects
    12
    Project Score
    5.58
    Rating
    0.59

  6. Contextual Sketching

    Sum of Projects Scores
    62
    Number of Projects
    9
    Project Score
    6.89
    Rating
    0.53

  7. System Map

    Sum of Projects Scores
    40
    Number of Projects
    6
    Project Score
    6.67
    Rating
    0.42

  8. Mood Board

    Sum of Projects Scores
    24
    Number of Projects
    3
    Project Score
    8.00
    Rating
    0.37

  9. Framing the problem

    Sum of Projects Scores
    9
    Number of Projects
    1
    Project Score
    9.00
    Rating
    0.33

  10. User Analysis

    Sum of Projects Scores
    16
    Number of Projects
    2
    Project Score
    8.00
    Rating
    0.33

  11. Immersions

    Sum of Projects Scores
    9
    Number of Projects
    1
    Project Score
    9.00
    Rating
    0.33

  12. User Research

    Sum of Projects Scores
    23
    Number of Projects
    4
    Project Score
    5.75
    Rating
    0.33

  13. User Insights

    Sum of Projects Scores
    19
    Number of Projects
    3
    Project Score
    6.33
    Rating
    0.31

  14. Service Concept Diagram

    Sum of Projects Scores
    19
    Number of Projects
    3
    Project Score
    6.33
    Rating
    0.31

  15. Map of Touchpoints

    Sum of Projects Scores
    8
    Number of Projects
    1
    Project Score
    8.00
    Rating
    0.30

  16. Field Research

    Sum of Projects Scores
    13
    Number of Projects
    2
    Project Score
    6.50
    Rating
    0.28

  17. Workflow

    Sum of Projects Scores
    13
    Number of Projects
    2
    Project Score
    6.50
    Rating
    0.28

  18. Contextual Interviews

    Sum of Projects Scores
    7
    Number of Projects
    1
    Project Score
    7.00
    Rating
    0.27

  19. Service Staging

    Sum of Projects Scores
    12
    Number of Projects
    2
    Project Score
    6.00
    Rating
    0.27

  20. User Flows

    Sum of Projects Scores
    11
    Number of Projects
    2
    Project Score
    5.50
    Rating
    0.25

  21. Day in Life

    Sum of Projects Scores
    6
    Number of Projects
    1
    Project Score
    6.00
    Rating
    0.23

  22. Market Research

    Sum of Projects Scores
    6
    Number of Projects
    1
    Project Score
    6.00
    Rating
    0.23

  23. Secondary Research

    Sum of Projects Scores
    6
    Number of Projects
    1
    Project Score
    6.00
    Rating
    0.23

  24. Research Questions

    Sum of Projects Scores
    6
    Number of Projects
    1
    Project Score
    6.00
    Rating
    0.23

  25. User Profiling

    Sum of Projects Scores
    6
    Number of Projects
    1
    Project Score
    6.00
    Rating
    0.23

  26. Why, How, What

    Sum of Projects Scores
    6
    Number of Projects
    1
    Project Score
    6.00
    Rating
    0.23

  27. Activity Flow

    Sum of Projects Scores
    6
    Number of Projects
    1
    Project Score
    6.00
    Rating
    0.23

  28. Touchpoints Matrix

    Sum of Projects Scores
    6
    Number of Projects
    1
    Project Score
    6.00
    Rating
    0.23

  29. Persona Dimensions

    Sum of Projects Scores
    5
    Number of Projects
    1
    Project Score
    5.00
    Rating
    0.20

  30. The Five Whys

    Sum of Projects Scores
    5
    Number of Projects
    1
    Project Score
    5.00
    Rating
    0.20

Prototype and test phase20 tools

  1. Wireframing

    Sum of Projects Scores
    444
    Number of Projects
    76
    Project Score
    5.84
    Rating
    4.09

  2. Desktop Walkthrough

    Sum of Projects Scores
    282
    Number of Projects
    47
    Project Score
    6.00
    Rating
    2.65

  3. Business Model Canvas

    Sum of Projects Scores
    255
    Number of Projects
    41
    Project Score
    6.22
    Rating
    2.36

  4. Serivce Blueprints

    Sum of Projects Scores
    38
    Number of Projects
    6
    Project Score
    6.33
    Rating
    0.62

  5. Prototying

    Sum of Projects Scores
    22
    Number of Projects
    3
    Project Score
    7.33
    Rating
    0.52

  6. Insights generation

    Sum of Projects Scores
    9
    Number of Projects
    1
    Project Score
    9.00
    Rating
    0.50

  7. Redefining prototype

    Sum of Projects Scores
    9
    Number of Projects
    1
    Project Score
    9.00
    Rating
    0.50

  8. User Insights

    Sum of Projects Scores
    23
    Number of Projects
    4
    Project Score
    5.75
    Rating
    0.49

  9. IOT Canvas

    Sum of Projects Scores
    14
    Number of Projects
    2
    Project Score
    7.00
    Rating
    0.45

  10. Service Mapping

    Sum of Projects Scores
    18
    Number of Projects
    3
    Project Score
    6.00
    Rating
    0.45

  11. Service Prototypes

    Sum of Projects Scores
    18
    Number of Projects
    3
    Project Score
    6.00
    Rating
    0.45

  12. Gamification

    Sum of Projects Scores
    12
    Number of Projects
    2
    Project Score
    6.00
    Rating
    0.40

  13. Motivation Matrix

    Sum of Projects Scores
    7
    Number of Projects
    1
    Project Score
    7.00
    Rating
    0.40

  14. Service Roleplay

    Sum of Projects Scores
    6
    Number of Projects
    1
    Project Score
    6.00
    Rating
    0.35

  15. Business Model Evolution

    Sum of Projects Scores
    5
    Number of Projects
    1
    Project Score
    5.00
    Rating
    0.30

  16. Consumer Test

    Sum of Projects Scores
    5
    Number of Projects
    1
    Project Score
    5.00
    Rating
    0.30

  17. Process Walkthrough

    Sum of Projects Scores
    5
    Number of Projects
    1
    Project Score
    5.00
    Rating
    0.30

  18. Sketch Sheet

    Sum of Projects Scores
    5
    Number of Projects
    1
    Project Score
    5.00
    Rating
    0.30

  19. Experience Prototype

    Sum of Projects Scores
    5
    Number of Projects
    1
    Project Score
    5.00
    Rating
    0.30

  20. Elevator Pitch

    Sum of Projects Scores
    5
    Number of Projects
    1
    Project Score
    5.00
    Rating
    0.30

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