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⚙️ Service Design Process by Moritz 2005
Daniele Catalanotto avatar
Written by Daniele Catalanotto
Updated over a year ago

A bit of context

Stefan Moritz, the guy behind this process, is what you could call a Service Design nerd. Today he is the Vice President Customer Experience and Director of Service Design at Veryday, one of the world’s top-ranking design and innovation consultancies. Stefan also wrote a book called "Practical Access to Service Design" that wants to give an overview and introduction to the thinking frameworks and ways of working of the service designer.

What I like about it

The first thing I particularly like about this Service Design process is its simple wording. The names of the different steps are exactly how you would describe Service Design if you would be in a bar with a friend: "Making it happen", "Selecting the best", etc.
Simplicity in the naming makes it a process that you can share also to people who are not at all familiar with Service Design or aren't used to strategic or innovation work.

A second thing I find particularly smart in this process is the "Selecting the best" moment. This moment is described like this:

Selecting ideas and combining concepts. Evaluating results and solutions.

To me, this selection moment where you focus your work only on a few ideas and concepts makes the process grounded in reality. Sure we all would love to improve everything. But often time and ressources are limited so focusing on one or two areas or ideas is already more than enough.


Lastly, I find it important to know this Service Design process because it's a classic. In the Service Design literature you'll often find mentions of Stefan Moritz's work. So it feels to me that this Service Design process is a good foundation to know and explore if you want to get a bit more theoretical and academic.

Go deeper

I found the image of this process on ResearchGate. This process is also quoted in a paper by called "Evaluating services An exploratory approach beyond Service Design" by Stefano Maffei.

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