Service Designer Thinker Strategist

About me

MY BACKGROUND

My name is Roy Martens, living in Amsterdam – The Netherlands.
Currently working as Service Design lead at Essense Service Design.

I once came across a sentence that explains my work ethic quite well:

“I love how design works more than I love designing”

TOP QUALITIES

CX strategy, Service Design, User involvement  and Workshop facilitation

EXPERTISE

Experiment Design  |  Service Design  |  User Research  |  UX Design

EDUCATION

2011 – 2013 | Graduated with Excellence / Cum Laude

Syddansk Universitet M.Sc., IT Product Design

2008 – 2011
 | Technische Universiteit Eindhoven B.Sc., Industrial Design

MY TOOLS

In case you were ever wondering what tools a service designer works with the most in his or her day-to-day activities, I have shown an overview of the average usage per tool below.

Illustrator / Sketch
% time 40%
Miro / Mural
30%
Keynote / powerpoint
20%
Photoshop & InDesign
10%

MY METHODS & SKILLS

Aside from tools, as service designer you don’t just sit behind a desk and your laptop. Instead, you often interact and engage with both customers, stakeholders and everyone else involved in the Design Thinking process. 


To do that – tools and methodology ar a means to an end. It is important to understand how and when to apply them for you to make impact and deliver ROI.  In my current role I am responsible for defining the approach and way of working at Essense to show and coach how all is connected.

That said – I do want to give an overview of some of the Qualitative and Quantitative methods that are typically applied, as well as a few tools that are result of that.

Qualitative

  • Workshop facilitation
  • Interviews & observations
  • Generative sessions (such as co-creation)
  • Usability tests
  • Service Safari

Quantitative

  • Online surveys
  • Google analytics
  • Business analytics (NPS, Churn, ROI, CTR, ...)

Tools

  • Customer Journey Maps
  • Service Blueprints
  • Stakeholder maps
  • Value proposition canvas
  • Service scenarios
  • Need bases profiles & personas
  • Experience flows
  • Ecosystem impact maps
  • Wireframes
  • Concept sketches

Work modes

  • Agile / Scrum
  • Design Thinking