close · Strategy · 60–120 min · 1-10 people · low energy

Service Specifications

Service Specifications are detailed guidelines that articulate the requirements and objectives for each stage and touchpoint of a service experience. They ensure consistent understanding and execution across teams by documenting design principles, detailed descriptions, and relevant visuals.

When to use Service Specifications

Use this method when transitioning from service design to implementation, especially when briefing external experts or staff who need clear guidance on specific activities within the service.

What it solves

Inconsistent service delivery due to lack of clear documentation and shared understanding of service requirements.

How to run Service Specifications, step by step

  1. Define the overall service design principles that guide the project. (15 minutes)
  2. Identify each stage and touchpoint within the service experience. (15 minutes)
  3. For each touchpoint, document specific requirements, objectives, and relevant details (e.g., drawings, pictures). (45 minutes)
  4. Review and refine the specifications to ensure clarity and completeness. (30 minutes)

Materials needed

  • Document template
  • Whiteboard or digital collaboration tool
  • Examples of service design principles
  • Relevant visuals (drawings, pictures)

Facilitator tips

  • Encourage detailed descriptions to minimize ambiguity.
  • Ensure the specifications are easily accessible and understandable by all stakeholders.

Common pitfalls

  • Oversimplification leading to misinterpretation.
  • Lack of visual aids making it difficult to understand the specifications.

Variations

  • Create different levels of detail for different audiences (e.g., high-level overview for executives, detailed specifications for developers).

Running it online or hybrid

Use a shared document or presentation software to collaboratively build the service specification.

What it produces

A comprehensive document outlining service requirements, design principles, and detailed specifications for each touchpoint.

Origin

Adapted from Service Design Tools — source

Build a session around Service Specifications

METODIC places Service Specifications inside a complete, timed session plan — agenda, worksheets, facilitator guide and slides — matched to your group and goal.

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