Ecology map
A service ecology is a mapped out system of actors within a service and the relationships between them. Mapping service ecologies is a process that helps to establish a systemic view of the service and the context it will operate in. The Service Ecology maps actors affected by a service and the way they relate to each other in order to reveal new opportunities and inspire ideas. This helps to establish the overall service concept. This systemic view helps for example to create service ecologies that are sustainable, where the actors involved exchange value in ways that is mutually beneficial over time.
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For example the loss of electricity could be very limiting or even eliminate parts of a service. Service Design could make sure that in this case alternative solutions are provided.
The systematic and immersive study of human cultures (from Anthropology).
Service Design
Analysing factors that could threaten a service or that could go wrong. By looking at the journey that a client goes through when a service works, all elements are identified and listed that are critical to the service but that would damage the service experience if they didn’t work. For the design of services it is an opportunity for ultimate involvement to eliminate as many of these problems as possible or to develop solutions to better cope with such eventualities.
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Ethnography
Critical Incident Technique
Appendix
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The ecology map gives everybody in the Service Design project a good overview of the stakeholders, clients and suppliers of a service system. The map is designed based on desk research and interviews and can be discussed with the different actors to establish a correct understanding.
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Contextual Enquiry
A specific name for a style of user interview, conducted within the context of the customer’s activities. This approach enables and combines the benefits of observational approaches and the standard face-to-face interview. It is intended to be an interactive exploration of the issues, hence the reason for being called enquiry rather than interview.