Can Service Design and Behavioral Science work nicely together?

I still like to go back to the Elizarova et al (2018) paper, as it gives me new ways to think about how to "align and combine".

At the moment I am preparing some work around behavioral journey mapping and this paper helped inspire some good talking points.

By combining and including new methods both service designers and behavioral scientists can create a valuable tool for analyzing and documenting the challenges to behavior change.

In the customer journey mapping process, you can for example use COM-B analysis to find the underlying barriers/influences identified and have them mapped. (you can also do this at the system level and zoom in)

The analysis should therefore inform the development of detailed intervention strategies that follow a logic model.

Service designers can then use the information gathered to prototype artifacts, such as websites or mobile applications, and test their usability.

Based on the feedback, they can refine the service design.

On the other hand, behavioral scientists can use the BCW framework to create behavior change interventions that address the barriers identified through the COM-B analysis.

This is a great way to get both teams working and have a common artifact to work on, that eventually helps them deliver the impact and outcomes.

In summary, by combining customer journey mapping and COM-B analysis, service designers and behavioral scientists can create a comprehensive tool for understanding and overcoming barriers to behavior change, ultimately leading to the design of more effective and impactful solutions.

Have you ever considered "Align and Combine"?

These are other ways I can help you:

1 ) Get my Behavior Basics Course: Learn to add that missing Behavioral Science layer to your products and services in an easy and practical way

2) Explore my services: I work on small projects or as part of your team

3) Frameworks: Get access to my frameworks and tools

4) If you want to get Behavior Science and Innovation Tools join my newsletter below 👇