order touchpoint
€139.00
Order all of Touchpoint’s back issues and subscribe to our 2013 issues (Vol. 5) for only €139! Fill your bookcase with four years of in-depth articles relevant to service design, written by many different authors from the field!
The package contains the issues from Vol. 1 No. 2 to the Vol. 4 No. 3 (11 copies) along with a subcription to the Volume 5 (3 copies).
Please note that Touchpoint Vol. 1 No. 1 is sold out, therefore it is not included in the package.
The first ten purchasers of the Touchpoint Collection between the 15th of May and the 15th of June 2013 will have the chance to receive Outside In: The Power of Putting Customers at the Center of Your Business, a book written by Touchpoint columnist Kerry Bodine and Harley Manning.
€34.00
Be among the first to get every issue of Touchpoint Volume 5!
Members of SDN receive 15% discount on the subscription.
Sign up now and get already the first issue of Touchpoint Volume 5 (released in May 2013), the following issues will be delivered fresh from printing in the next months!
€40.00
Be among the first to get every issue of Touchpoint Volume 5!
Sign up now and get already the first issue of Touchpoint Volume 5 (released in May 2013), the following issues will be delivered fresh from printing in the next months!
€15.80
Deep Dive: Collecting Relevant Insights
The first issue of Touchpoint in 2013 focuses on the relationship between quantitative and qualitative research, and the roles they play in delivering success in service design projects. Facts and figures, performance statistics and KPIs – these are what managers want when they initiate a project. Most service designers, on the other hand, believe primarily in qualitative research. How do we reconcile these two perspectives? Does management see the value of the qualitative approach? And can service designers learn to speak the language of their clients? This issue of Touchpoint aims to explore successful strategies that bridge the border between two ways of thinking.
€12.80
"Culture Change by Service Design"
The last issue of Touchpoint Volume 4 has as main topic the 2012 global conference theme: Cultural Change by Service Design. Some speakers took up their pens and transformed their gripping speeches into equally interesting articles. They give an insight into the presentations and workshops which took place in Paris, investigating how positive economic, social and cultural change can be assisted by the use of design. This issue contains also a chapter about Creating Value(s), the national german conference's theme.
For more information, have a look at the cover and table of content.
€12.80
“Service Design on Stage”
Touchpoint Vol. 4 No. 2 focuses on the connection between service design and the performing arts. Services and performing arts have many things in common: both are ephemeral, made up of processes, depend on people to fulfill a variety of tasks which add up to a bigger picture, and both are planned with the help of tools such as storyboards, scenarios and customer journeys... It is of course possible simply to compare the two disciplines. In this issue of Touchpoint, however, the main goal is to have a look at those processes which can be applied or transferred from the one field on to the other. A good Service Design project, much like a good acting performance, requires a preparation which is based on experience... So let us find out what we can learn from the world of performing arts.
Check out the preview and have a look at the cover and table of contents.
€12.80
“Eat, Sleep, Play”
Touchpoint Vol. 4 No. 1 takes an in-depth look at the centuries-old focus on customer experience in the hospitality, tourism, food and leisure industries. We present and examine services that aim to fulfill the basic human needs of eating, sleeping and playing. In this issue, the hotel experience is perhaps a predictable inclusion; its touchpoints such as booking, check-in, lobbies (as well as toiletries, amenities and dining!) need to be carefully orchestrated. But we’re not solely focused on hotels this time around. Other industries and venues are also constantly working to improve their customer experiences, including airlines, public libraries and museums. The "Eat" and "Play" themes of our issue are also not overlooked, with interesting articles about sustainable eating habits, game theory and game design! Find out more and have a look at the cover and table of contents and flip through our preview!
€12.80
“From Sketchbook to Spreadsheet”
This issue, Touchpoint Vol. 3 #3 “From Sketchbook to Spreadsheet” is linked to the theme of the Service Design Conference in San Francisco in October 2011 and also features some of the conference talks. Touchpoint 3 #3 explores the impact that service design is now making to organisations’ bottom lines and presents the compelling stories of designing business strategies, monetising service propositions and cultural change. We maintain our focus on the practice and business of service design itself; new tools and methods yes, but also how to buy and sell service design, what the design community can learn from business and vice-versa.
For more information, have a look at the cover and table of content.
€12.80
“Organisational Change”
Service design encompasses all of the individual touchpoints that a customer might interact with, such as physical products, websites, mobile apps, call centers, and branches/stores. But it’s not just multichannel design. Service design also seeks to create or improve the complex systems – the business strategies, processes, technology, organisations, and cultures – that support experience delivery across channels. Organisations are arguably the most important design product of the past century and a critical area of interest for contemporary designers.
How can service design contribute to change within Organisations? Find out how service designers meet this challenge and how companies benefit from the service design approach. In this issue of Touchpoint you will find articles and case studies related to organisational change in different industries, as well as service design news, interviews with service design professionals and a collection of tools and methods. Order your copy now!
For more information, have a look at the cover and table of content.
€12.80
"Learning, Changing, Growing"
The first issue of Touchpoint in 2011 is all about development, learning and growth. It looks at how service design contributes to business growth and explores the processes of educating and learning. Besides this issue of Touchpoint delivers insights into some of the really interesting processes of designing service design education. It presents case studies of renown universities from all over the world and and insights from service design and academic experts such as Prof. Jürgen Faust (Macromedia University of Applied Sciences for media and communication, Munich), Elena Pacenti (Domus Academy, Milan), Lara Penin (Parsons The New School for Design, New York).
Buy your copy and learn, grow and change with Touchpoint!
For more information, have a look at the cover and table of content of issue 3#1.
€12.80
"Connecting the Dots"
The third issue of Touchpoint in 2011 dives into the topics and discussions of the Service Design Conference in October 2010 in Berlin. It contains a collection of contributions reflecting most of the presentations and workshops that took place.
The issue features Service Design specific theories, methods and perspectives, deals with the topics of social innovation and a user centred approach and explores the field of Service Design and the challenges it faces.
Be among the first to read this brand new issue and order your copy of Touchpoint 6 now!
Download Contents and Cover of Touchpoint Issue 6!
€12.80
"Business Impact of Service Design"
The second issue of Touchpoint in 2010 focuses on Service Design and its impact on business. The articles do not only address the financial side of this topic but also discuss social and structural changes.
Be among the first to read this brand new issue and order your copy of Touchpoint 5 now!
Download Contents and Cover of Touchpoint Issue 5!
€12.80
"Service Design and Behavioural Change"
Although the relationship between design and behaviour is not obvious at first glance, design can, in many aspects, intentionally become the agent or tool that helps influencing the behaviour of people such as customers, employers and employees. This fourth issue of Touchpoint gives an insight view of theoretical models and practical projects dealing with behavioural change as well as explorations of the role of motivation and the borders between social marketing and Service Design. The health sector is one strong focus but also the issue of energy consumption has been explored. Find lots of interesting and inspiring cross fertilisations inside this new issue!
Download Contents and Cover of Touchpoint Issue 4!
€12.80
"Beyond Basics"
Based on the second international Service Design Conference in October ’09, entitled “beyond basics”, this third issue of Touchpoint invites you to dive into the conference’s discussions and reflections. You will find a diverse collection of contributions reflecting most of the presentations and workshops that took place.
After the first Service Design Conference in 2008, addressing the basics of Service Design, this year’s conference dug deeper into the field. A vivid mix of different presentations, workshops and papers were presented in order to provide you with academic and practical expertise from renowned international players in the Service Design field.
Service design is a discipline with many touchpoints to other areas of expertise. Based on this, the conference showed many interesting topics that are collected and reflected on in the third issue of Touchpoint. Structured in different clusters, the articles show a wide range of topics that go “beyond the basics” of Service Design: The issue features Service Design specific theories, methods and perspectives, the impact of Service Design on business success and its appliance in different business settings, the influence of Service Design on the behaviour of people within service systems, and interdisciplinary cross-overs.
Download Contents and Cover of Touchpoint Issue 3!
€12.80
"Health and Service Design"
The second issue of Touchpoint, the sdn's Service Design Journal, is out now! Entitled "Health and Service Design", this brand-new issue features articles of Service Design and/or healthcare experts such as Julia Schaeper, Lynne Maher and Helen Baxter (NHS), Lavrans Løvlie (liveIwork), Ben Reason (live|work), Mark Mugglestone (NHS) and John-Arne Røttingen (Norwegian Knowledge Centre for the Health Services), Tine Park (Designit) and Christine Janae-Leoniak (Mayo Clinic) as well as interviews with representatives from these areas.
The health sector contributes to everyone’s wellbeing, quality of life, and ultimate life expectancy but the sector is also important economically--for health and wellness industries and governments. A balanced relationship between the increase of quality and the reduction of costs is of crucial interest – for patients, providers and payers within our health care systems. Improvements within this system not only take advantage of innovative technologies and medical research findings, but also respect and design the experience of patients and caregivers– taking them as serious partners in a process of preserving or restoring health. There are opportunities to rethink service offerings, service delivery systems and organizational structures, hierarchies and, last but not least, the quality of interactions among people and machines. New ideas might even revolutionize existing physician/patient traditions.
This volume of Touchpoint explores the individual, social and economic relevance of health systems and the potential of Service Design to redesign and reinvent service offerings, service processes and service interactions.
Download Contents and Cover of Touchpoint Issue 2!
€12.80
"What is Service Design?"
The first issue of the sdn Service Design Journal, Touchpoint, was launched in May 2009. Touchpoint is the first Journal on Service Design worldwide and is published by the Service Design Network, Prof. Birgit Mager being its editor in chief. The very first issue entitled "What is Service Design" explored the basics of Service Design and aimed at creating a forum for discussion and debate amongst service oganizations, professionals, academics, students and educators of Service Design. Birgit Mager, Oliver King, Lavrans Lovlie, Fran Samalionis and Marcel Zwiers are the contributors to the first edition. The journal features news and trends, interviews, insightful discussions and case studies.
Download Contents and Cover of Touchpoint Issue 1!
