Research

The research stage of the service design process involves gathering information about the business, its users, and the market to identify the needs, goals, and pain points of all stakeholders. This stage is crucial in informing the design of a service that meets the needs of all parties involved and creates a positive user experience.

Researching the business involves the following steps:

• Researching the business to define the business objectives. This involves identifying the purpose of the service and the goals the service should achieve.
• Analyzing the strengths and weaknesses of competitors' services, identifying market trends, and understanding customer preferences.
• Defining the service blueprint by identifying the different stages of the service, the touchpoints where the business interacts with users, and the back-end processes that support the service.

Researching users involves the following steps:

• Gathering data on user needs, preferences, and behaviors to inform the service design. This can include conducting surveys, interviews, and observation studies to understand how users interact with the service.
• Developing user personas based on the data gathered during user research. These personas will represent the typical target user for the service being designed.
• Creating a user journey that involves defining the different touchpoints where users interact with the service, such as signing up, placing an order, and receiving the order.^[1]