Work

Intro

TL:DR

Origin Story

Methodology

User Research

Market Research

Co-Creation

Synthesis

Artifacts

Summary

Top

COMMUNITY

• Service Design

• 2024

How might we help aspiring service designers go from learning to leading?

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ROLE

Service Designer

Supporting research, synthesis and team workshops to ultimately create actionable design artifacts for the new service.

🤓

TL:DR

OPPORTUNITY

Leverage the extensive SDN community to create a curated, sustainable and evolving mentorship platform for young designers seeking guidance, support and exposure to service design from experts in the field.

Workshops

8

INTERVIEWS

15

DATA POINTS

2.5k+

OUTCOME

Early pilot program launched during NGC24 conference. Design artifacts like personas, service blueprints, and value proposition presented to the leadership at SDN.

1️⃣

ORIGIN STORY

Setting the stage for key stakeholders with an inclusive, collaborative workshop.

Introducing the project to the team, and getting alignment on the vision, deliverables, and roadmap.

Duration

90m

PLAYERS

21

ACTIVITIES

4

Level Setting

Introduce the organization's mission to create a vibrant, global community of service designers.

Project OKRs

Litmus Test

Rose, Thorn & Bud

Project Structure

Research Areas

Next Steps

2️⃣

METHODOLOGY

Kickstarting the first phase, with a structured research methodology.

User Research

Gain deeper insight into the needs, behaviors, patterns, motives, pain points and perspectives of mentors and mentees.

Market Research

To analyze existing platforms and standards to identify gaps and opportunities for differentiation.

Co-Creation Workshop

To collaboratively define the platform’s vision, goals, and feature set based on collective expertise and aspirations.

3️⃣

USER RESEARCH

Building the silhouette of our learners and leaders.

Mentee Survey

Research Queries

Mentee Findings

Ideal Mentor

Mentor Findings

Early Testing

A typical mentee is a 25-34 year old woman, with a masters and about 4 years experience. In order to level up, she wants immediate guidance on her career, skill development, and portfolio enhancement.

ENTRIES

33

Age

25-44 yr

EXPERIENCE

0-15 yr

MASTERS

81%

FULL-TIME

63%

MENTORSHIP

3-5 topics

4️⃣

MARKET RESEARCH

Leaving the shore to navigate through a blue ocean.

Competitive Landscape

Good Service Scale

Objective Critique

SWOT Analysis

Blue Ocean Strategy

High Design Expertise

Software
Focused

Mentor
Focused

Low Design Expertise

5️⃣

Co-CREATION

Co-creating a purpose-driven value proposition rooted in the service experience.

Duration

90m

PLAYERS

7

ACTIVITIES

4

Redefining the purpose, vision and experience for the platform with high-level stakeholders.

Level Setting

An introduction activity where the team presents a brief overview of raw research findings.

Ice-Maker

Disney Method

Offense and Defense

Vision Setting

Path Forward

6️⃣

SYNTHESIS

Weaving the findings, insights, and co-creative vision into an actionable value framework.

CORE CUSTOMER INSIGHT
Mentorship thrives on mutually beneficial relationships between mentors and mentees with diverse backgrounds. It requires inclusive platforms offering curated connections and credentialed programs that are personalized and adaptable, and empower knowledge sharing, skill development and impact measurement.
CORE MARKET INSIGHT
Establishing credibility in a niche market, offering a delightful experience with niche mentors and a sustainable business model. Succeed with strategic partnerships, continuously enhancing value through relevant resources, self-service customization, adaptable learning journey to successfully bridge mentors' expertise with mentees' career goals amidst industry shifts and competition.
CORE VALUE DRIVERS
Supported
Accomplished
Community
CORE VALUE ENABLERS
Gamification
Connected
Adaptability
CORE FEATURE INSIGHT
Mentor-Mentee matching service
Additional courses and learning components
Guided onboarding and goal-setting
Flexible pricing and payment plans
Feedback loops, reviews and certifications
Resources like templates, tools, and free courses
Data-driven dashboard with insights and reports
Screened and vetted mentors
CORE EXPERIENCE INSIGHT
Discovery calls, free trials and value-based features
Service Levels and Pricing Structure
Open sessions and workshops with experts
Mentor/Mentee relationship management
Learning Experience and Resources
Customization and Flexibility
Global Networking Opportunities
Gamification Experience

6️⃣

ARTIFACTS

Artifacts that delivered the message far and wide.

6️⃣

Summary

Imagining a platform that is goal-oriented, trust-based, and value-driven.

CURRENT STATE
Disjointed, costly and inaccessible mentorship experiences that are a hit or a miss. Young professionals and design experts usually fail to establish and leverage a collaborative spirit.
FUTURE STATE
Flexible, cost-effective, and gamified mentorship platform offering custom-built programs that work like corporate projects - with goals, roadmaps and outcomes.
strategy
Continuously enhancing value through relevant resources, self-service customization, adaptable learning journey to successfully bridge mentors' expertise with mentees' career goals.
methodology
Structured research sprints and deep service ideation resulting in actionable artifacts that propel the project forward. Iterative collaboration with the team and leadership for frequent alignment.
OUTPUT
Dual-sided service concept and business strategy that is actionable and scalable. fService Requirement Document shared with key stakeholders in SDN.