What are the best practices for applying the triple bottom line approach to service design?

The purpose of service design methodologies is to design according to the needs of customers or participants, so that the service is user-friendly, competitive and relevant to the customers.

Defining your purpose is the cornerstone of applying the triple bottom line approach to service design. It's about understanding the problem you're solving and how it intersects with environmental, social, and economic sustainability. Aligning your service with your organization's vision, mission, and values ensures coherence and relevance. Ultimately, clarifying your purpose enables you to set clear and meaningful objectives for your service design, benefiting customers, employees, and society at large.

Breathing In, Breathing Out... You should be doing that while designing for service. A sustainability-minded service not only benefits the business, but also supports Societal and Environmental well-being over the long run. An important framework for service designers to consider is the Triple Bottom Line - which evaluates people, planet and profit impacts.

Este mapeamento exige alto grau de clareza e maturidade pois visa entender as trocas de valor que existem por meio das rela??es com os diferentes atores (clientes, parceiros, fornecedores, colaboradores, governo, etc). Neste caso, acredito que seja interessante trabalhar com o Ecossistema do Servi?o, ferramenta que organiza o mapeamento de maneira visual, auxiliando a equipe a entender como as rela??es se manifestam. Além disso é importante entender os limites e premissas deste mapeamento. Ter clareza do recorte inicial e do poder de alcance atual da empresa para executar as devidas a??es e ter perspectivas dos pontos cegos para aprimorar em ciclos futuros de trabalho.

Context of use helps you understand where, how, why, when, and under what conditions (environmental, physical, social, emotional) your product, service, or interface will be experienced or used. Getting context wrong or leaving it out can make or break a good design decision.

Understanding your context is crucial for effective service design. It involves thorough research and analysis of your service, customers, competitors, and environment. By comprehending the needs, preferences, behaviors, and pain points of your customers, as well as the opportunities and threats in your market and industry, you gain valuable insights. Additionally, understanding the environmental, social, and economic impacts of your service helps you address the concerns of stakeholders and the planet. By grasping your context, you can identify gaps and challenges in your service design and devise strategies to enhance them.

It's so easy to jump into solutions without proper setting the context. Showing the current state and share the voices of customers or simply checking comments from social media to give stakeholders' visibility. Reframe the problem by using HMW to prompt audience find creative solutions. Be careful not to imply a direct solution in HMW statement.

Define your co-creation goals and scope. Identify and recruit your co-creators. Choose your co-creation methods and tools. Facilitate your co-creation sessions and activities. Document and communicate your co-creation results.

When co-creating with stakeholders, foster an inclusive environment where everyone feels heard and valued. Encourage open dialogue and creativity to generate diverse perspectives and innovative solutions. Remember, each stakeholder brings unique insights, so leverage their expertise to enrich the design process. Additionally, be flexible and adaptable to accommodate varying preferences and priorities. This collaborative approach not only enhances the quality of your service but also strengthens stakeholder buy-in and support.

Net Promoter Score (NPS) First KPI; the widely used Net Promotor Score (NPS in short), a loyalty metric developed by Bain & Co. Customer Satisfaction Score (CSAT) Customer Effort Score (CES) Customer Lifetime Value (CLV)

When evaluating your service's impact, go beyond traditional metrics. Consider implementing a balanced scorecard approach, incorporating environmental, social, and economic indicators. Engage stakeholders in the evaluation process to gather diverse perspectives and insights. Furthermore, embrace continuous improvement by establishing feedback loops and conducting regular reviews. By comprehensively assessing your service's impact, you can identify areas for enhancement and drive meaningful change.

Evaluating the impact of the TBL approach involves measuring specific economic, social, and environmental metrics that align with the set goals. Ideally, these KPIs should be defined when starting the project itself and be kept as the North Star while moving forward.

Define your scope and goals. Choose your tools and formats. Involve your users and stakeholders. Iterate and document your changes. Align your channels and touchpoints. Evaluate and improve your results.

In service design, continual iteration is key. Utilize methods like A/B testing, pilots, and agile frameworks to implement changes based on evaluation results. Leverage innovation techniques such as brainstorming and prototyping to generate fresh solutions. Through constant iteration and improvement, you ensure your service design remains relevant, effective, and sustainable, meeting the evolving needs of your stakeholders.

One way to understand your sustainable baseline and create a vision to backcast from, is with use of FSSD framework including the nested model (the integration of tripple bottom line), ABCD process and the 8 Sustainable Principels. Ofcourse you could use other framework and tools, such as eg: the design thinking with double or tripple diamond be used instead of ABCD process and use ESRS instead of the sustainable principles.

When considering service design, it's crucial to prioritize user experience and inclusivity. Incorporate diverse perspectives and consider accessibility to ensure your service caters to all users. Moreover, don't overlook the emotional aspect of interactions—strive to create memorable and positive experiences. Additionally, remember the importance of scalability and flexibility, allowing your service to adapt to changing demands and environments. By prioritizing these elements, you can create truly impactful and sustainable service designs.

Triple Bottom Line is just one framework out there. I recommend also checking out Strong Sustainability Model. In the SSM, environmental, societal and economic levels are spheres within each other. Just like in real life, economics only exist within a societal structure, and societies always need the support of an environmental system.

Here is how you can reframe a problem: ask your team member '' Is there a different way to see the problem? - Look outside the frame/ Rethink the goal/ Take their perspective