Blueprinting - A process broken down chronologically into sequential constituent stages. Mapping out of a service journey identifying the processes that constitute the service, isolating possible fail points and establishing the duration of the various stages for the journey.
Core service - Central or main body of the service.
Customer service blueprint - Method for exploring the (mainly) qualitative components during different experiences with the service.
Data mining - Quantitative data on aspects of a service. This could relate to service use, configuration, market and technological trends etc.
Design (noun) -
a) A set of instructions (specifications, drawings, schedules etc) necessary to construct an artefact or service.
b) Artefact or service itself.
[BS 7000-10:1995, definition 21006]
Design (verb) - Generation of information by which a required product or service can become a reality.
[BS 7000-10:1995, definition 21007]
Design management - Totality of the design activity, its administration and contribution to an organisation's performance. Design management includes the organisation and implementation of the process for developing new products and services.
Design process - Stages that a product or service will pass through during its design. The stages are generally shown in chronological order but the process is, in practice, highly iterative.
Experience prototype - Simulation of the anticipated experiences of those who deliver and use the service, including all points of contact during the service experience. Experience prototypes are used to do rapid service simulation involving customers, experts and clients in developing and refining the service.
Innovation -
a) The transformation of an idea into a novel saleable product, operational process or new service in industry or commerce.
It consists of all scientific, technological, commercial and financial steps necessary for the successful development and marketing of novel manufactured products, the commercial use of new or improved processes and equipment, or the introduction of a new service.
b) The employment of design or construction techniques, or materials that do not have a proven history of performance or are not covered by the organisation's current practice. This definition applies mainly to the construction industry.
[BS 7000-10:1995, definition 23011]
Internal customer - One who is influenced or affected by an organisation, or who works directly within it.
Launch champion - Person who organises or oversees all aspects of the service launch.
Moments of truth - Defining experiences of the service that make a significant impression on the customer.
Product champion - This can be defined in two ways:
a) A person dedicated to the promotion and introduction of a new product, although not necessarily responsible for any aspect of the programme.
[BS 7000 - 10]
b) A design leader who is a constant member of the design team, responsible for ensuring that communication is effective, the design process is well co-ordinated, the right decisions are taken and ultimately will make the decision to abandon failed projects.
[Hollins & Hollins, 1991]
Scenario - Description and configuration of what the user is likely to do with the service.
Service - A service is defined as:
a) A set of functions offered to a user by an organisation.
b) Results generated by activities at the interface between the supplier and the customer and by the supplier's internal activities to meet the customer's needs.
Service - A service is any activity or benefit that one party can give to another that is essentially intangible and does not result in the ownership of anything. Its production may or may not be tied to a physical product.
[P Kotler, Principles of Marketing, 1986]
Service design brief - Documentation that describes the primary purpose of a service and gives guidance.
Note 1) Guidance can relate to such matters as its style, grade, performance, appearance, conditions of use including health and safety considerations, characteristics, packaging, conformity, reliability and maintenance.
Note 2) The service design brief is often the result of a feasibility study and forms the basis of the design.
[BS 7000-10]
Service specification - Documentation that prescribes the requirements to which the service has to conform.
Note) A service specification should refer to or include drawings, patterns or other relevant documents and should also indicate the means and criteria whereby conformity can be checked.
[BS 7000-10]
Stage gateway - Milestone and decision point relating to continuation, or otherwise, of service development projects.
Stakeholder - An individual, either from inside or outside an organisation, who needs to be considered, is involved with, has an interest in or could be affected by a service.
Total design - A multidisciplinary iterative process that takes an idea and/or market need forward into a product and through all stages to disposal.
[Hollins & Hollins, 1990]
Touch-points - Tangibles or interactions that make up the total experience of a service.