With the on-going effects of the global financial crisis still being felt, governments around the world have been struggling with a quandary: How to deal with the increasing demands on their services, while budget cuts and austerity measures force departments to make do with less.

Excessively business-minded and overly practical approaches to service design may well prove harmful to the whole field.

Looking back on the 6th Service Design Global Conference in Cardiff, we hope that the inspiration and aspiration on display continues to resonate as much with you as it has with us.

One issue of Touchpoint each year is dedicated to the annual Service Design Global Conference, and this time we’re proud to take a look back on the successful days we spent together in Cardiff in late 2013.

When Jamin and Alex came up with the title ”From Sketchbook to Spreadsheet“ for the SDN conference, in a catchy phrase, they had captured the essence of the service design challenge for this decade.

How can brands and service providers establish long-lasting relationships with consumers in a time of waning customer loyalty?

For the better part of a decade, I’ve had ringside seats to the evolution of two interrelated disciplines: customer experience and service design.

Have you ever found it difficult to turn innovative ideas into practice?

The knowledge that collaboration and synergy fuel success is a cornerstone of service design. | Visit the Community Knowledge section of our site to read this specially-selected article for free.

A Comparison of Contexts, Cultures, and Customers

Silicon Valley is the home of most of the world’s most influential tech companies. | Visit the Community Knowledge section of our site to read this specially-selected article for free.

Developing a world-leading customer experience for Dubai Airports at the crossroad of the world.

Transmedia storytelling refers to the practices of crafting a world of interrelated story experiences spread across different media platforms.

As designers, we have more stakeholders, fewer resources and more demanding publics to contend with.

The School of Design at Carnegie Mellon University has restructured its design education from undergraduate to doctoral degree programs within a strongly values-based framework.

We present customer journey measures as an approach where customer experience (CX) metrics are made available and relevant for practitioners of service design.