ARC software works as a visual tool and storage location for service design
A service design project by Arter uses many different service design tools and the entire project is saved with an organized manner in ARC software. If your organization is designing multiple services side by side, you get a clear view of each project, where the project outputs are stored, and it’s easy to go back and review. In addition, people outside the project will be able to see what the project includes if they are given the rights to view it, and the service design template contains instructions for carrying out the service design project.
ARC’s service design template includes the following sections: Business Model Canvas, Personas, Customer journey and touch points, and Service Blueprints of current and target states.
Business Model Canvas and Personas
A typical Arter service design project starts with filling a Business Model Canvas (BMC). A BMC summarizes organization’s activities to an entity you can understand with one review.
The purpose of Personas in service design is to develop a more common understanding of the different clients you may encounter. It is likely that different archetypes will appreciate different kind of service and their service paths are somewhat different or fairly different. The Personas must be based on real life. You can also use images to visualize the personas in ARC.
Customer journey and touchpoints
The Blueprint drawing editor of ARC works as a tool when you want to visualize the customer journey a customer is experiencing. Customer journey describes the whole path from a customer point of view and helps in creating a coherent understanding of the service itself.
Touchpoints of the service are then drawn next to the customer journey. Touchpoints are moments when a customer interacts with the company. At the same time, these points are also opportunities to influence the customer’s conception and experience of the entire organization.
Next, the customer journey is supplemented to form a Service Blueprint. Adding new layers helps to understand how different elements are interconnected. A Service Blueprint includes the visual elements of a service, roles of customers and employees, points of contact and processes of the service offering. It serves as a foundation for design and provides implementation guidance and support. After mapping out the current state of the Service Blueprint, you can outline its target state and make a plan on how to achieve this desired state in the future.
Service design project
When conducting a service design project with Arter’s ARC software the idea is not to go by ARC’s conditions but to use it as toll to support the project. ARC is an excellent tool to visualize, save and manage data. In addition, linking to other elements already in the future present in the ARC is a natural advantage.