Service Design Tools

Impact Journey

This tool helps you analyze how service experiences affect well-being, society, and the environment. Use it to generate ideas for more sustainable and responsible services. It's especially useful early in the design process.

Duration
3 hours
Group Size
6-10
Category
Service Design Tools
Difficulty
Easy
Participants will:

  • Analyze the impact of a specific service experience.

  • Generate ideas to make services more sustainable.

  • Consider service impacts early in the design process.

  • Evaluate long-term impact potential.

  • Enable responsible design decisions.

You'll get:

  • A mapped impact journey.

  • An understanding of influence paths.

  • A foundation for a sustainability strategy.


  • Consider both immediate and long-term impacts. Don't forget indirect and systemic effects.

  • Be specific about impact mechanisms.

  • Consider unintended consequences. These can be tricky to spot.

  • Include diverse perspectives on impact.

  • Ground your work in research where possible.

  • Focus on insights that are actionable.

  • Balance idealism with pragmatism.


  1. Create a journey map that outlines the service experience.

  2. Briefly describe each step of the journey.

  3. Define these significant impact areas:


  • Environment and ecology

  • Society and community

  • Economy and resources

  • Individual well-being

  • Cultural and ethical dimensions


  1. Create a matrix with journey steps and impact areas.

  2. For each step, explore the matrix by asking:


  • What positive outcomes could affect these areas?

  • What negative outcomes could result?


  1. Consider both short-term and long-term effects.

  2. Identify critical impact points.

  3. Brainstorm ways to amplify positive impacts.

  4. Develop strategies to mitigate negative impacts.

  5. Use these insights for service redesign.

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For Facilitators

  • Review participant profiles and expectations
  • Prepare all materials and supplies
  • Test technology and room setup

For Participants

  • Complete pre-session survey
  • Review background materials
  • Prepare examples or case studies

Unlock Pre-Work Requirements

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  • Journey mapping materials

  • Impact assessment framework

  • Large format paper or a digital canvas

  • Sticky notes in different colors

  • Sustainability research materials

  • Impact measurement guidelines

  • Documentation tools

  • Scenario planning materials

Unlock Materials Required

Create a free account to access step-by-step instructions, agendas, and resources for all activities.

  • Facilitator Guide (PDF)
  • Participant Workbook Template
  • Presentation Slides
  • Printable Materials

Unlock Resources & Templates

Create a free account to access step-by-step instructions, agendas, and resources for all activities.

Discussion

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