Service Design Tools

Evaluation Matrix

Use an evaluation matrix to compare and prioritize ideas. This structured approach uses defined criteria and scoring. It helps teams make objective decisions about which ideas to pursue.

Duration
1.3 hours
Group Size
4-8
Category
Service Design Tools
Difficulty
Easy
Energy
Medium

Objectives

Participants will:

  • Objectively compare and evaluate multiple ideas.

  • Prioritize concepts using defined criteria.

  • Make transparent decisions about which ideas to pursue.

  • Balance factors like feasibility and impact.

  • Align teams on evaluation criteria.

  • Document reasoning behind decisions.

  • Systematically select concepts.

Outcomes

You'll get a completed evaluation matrix, a systematic comparison of ideas, and a clear ranking of concepts.

Step-by-Step Instructions


  1. List all ideas or concepts to evaluate.

  2. Define evaluation criteria (e.g., user value, feasibility, cost, strategic alignment, market potential, risk).

  3. Weight each criterion by importance.

  4. Score each idea against each criterion.

  5. Calculate weighted scores.

  6. Rank ideas by total score.

  7. Discuss surprising results or outliers.

  8. Consider qualitative factors not captured in the matrix.

  9. Decide on next steps.

  10. Document rationale for future reference.

  11. Plan development of top-ranked concepts.

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Facilitator Tips


  • Define criteria before evaluating ideas. This prevents bias.

  • Include both quantitative and qualitative criteria. Don't rely solely on numbers.

  • Weight criteria based on strategic importance. Some factors matter more.

  • Discuss disagreements in scoring openly. Surface assumptions.

  • Consider combining top ideas. The best solution might be a hybrid.

  • The matrix is a support tool, not a replacement for good judgment. I've seen teams get too attached to the numbers, ignoring valuable insights.

Pre-Work

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

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Materials Required


  • Evaluation matrix template

  • List of ideas to evaluate

  • Scoring system (e.g., 1-5 or 1-10)

  • Calculator

  • Sticky notes

  • Flip chart or digital workspace

  • Materials for defining criteria

  • Documentation tools

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Resources & Templates

Evaluation Matrix - Service Design Tools
Service Design Tools guide to evaluation matrices.

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Discussion

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