We believe in the success of collaborative networks

We provide our templates to download for free. Following the principle “Sharing is Caring”, we believe that a collaborative network is part of a successful company. We hope you enjoy working with our templates and looking forward to your feedback. Tip: we use the free font “Work Sans” in our templates.

Service Blueprint

The Service Blueprint visualizes the dependencies of single channels within a complex system. It helps plan the “front stage” customer experience and align it with the “backstage” business process. It is a tool within which you focus on the user as well as the business needs. Plot-PDF.

Why?

It helps to understand how various service elements connect with each other as well as to visualize new business opportunities. It enables teams to coordinate and optimize parallel work processes and creates a common understanding across business units.

Time

~120 minutes

Material

  • Pens
  • Post-its
  • Service Blueprint template

How?

  1. Start with the definition of the general User Journey at the top. Try to find the right balance between necessary details and overview.
  2. Continue with the front stage channels (e.g. website, app, service staff). Highlight with small post-it, where the user interacts with the service via this channel.
  3. Follow with the backstage channels (e.g. data base, service staff, marketing). Mark dependencies between front stage and backstage, where do they trigger one another?
  4. Mark experience highlights and pain points as well as critical points within the system.
  5. In the bottom row, lay out the requirements necessary to enable the running of the service.

User Journey

It is an example story of what the experience of a user with a service could look like. All touchpoints between user and service/product are documented in a timeline. DIN A4-PDF.

Why?

A User Journey supports the design team to think through the eyes of an user and to consider each touchpoint. It is a useful communication tool for a team and across different stakeholders.

Time

~60 minutes

Material

  • Pens
  • Paper
  • Post-its

How?

  • Each step is defined on a post-it or piece of paper. The steps should be drawn with a short description under the picture.
  • Too many details are distracting, too little do not give enough insight. Try to find the right balance between necessary detail and a good overview.

Persona

Personas are a method that describes a potential user group, through outlining a specific (fictional) person. It is based on the results of the user research that has been conducted previously. DIN A4-PDF.

Why?

Personas help to design user-centered and can be used to “test” and validate ideas. It creates a common ground within a team about whom they are designing for.

Time

~15 minutes

Material

  • Pens
  • Persona template

How?

Define the following aspects of your persona:

  1. Capture goals, motivations & behaviours.
  2. Contains photo, quote & a short biography.
  3. Age, gender, job, hobbies, preferences.
  4. Afterwards, check whether it seems like an authentic person, not just based on stereotypes. Reassure the created persona still relates to the results from your research.
  • Do not use stock photography
  • Show people from various angles, embrace their diversity

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