As an analyst on the Customer Experience team at Forrester Research, I work with executives who are responsible for transforming their companies into customer-centric organisations.

The web offers new opportunities to involve users in Service Design. In our work, we explore the use of social media to enable users to make design contributions anywhere at anytime.

The trend towards consumerisation of healthcare has focused on empowering patients through access to information. This makes intuitive sense, mirroring a general trend away from experts as arbiters of knowledge.

A management consultant, a designer and a cultural anthropologist go into a bar for a drink.

A hands-on workshop about co-research methods and tools adapted to a young target group

The splendid view from the Microsoft New England Research and Development Building framed the Service Design Conference opening reception on October 27th in Cambridge, Massachusetts.

Sometimes Service Designers encounter projects where the client organisation is new to Service Design, maybe even to the extent that the client does not recognise that they need Service Design.

»Sarah Drummond inspired a group of talented strangers to rally around her seemingly crazy idea of making a prototype and presenting it to a panel of investors at Social Innovation Camp.

The design challenge encouraged participants to reflect on their own Service Design journey.

How and Where to Start? – How do you wow the customer in today’s ever-changing world?

Earlier this year, members of the Service Design Thematic Commission began an open discussion about the evaluation of Service-Design projects(...)

Wyndford is a community in the North West of Glasgow and is ranked the 18th most deprived area in Scotland. Until last September, they had never met designers before.

»We want to enthuse our customer« is a phrase a Service Designer hears quite often. Most companies who strive for this do not know that they are treading on hallowed ground.

In financially uncertain times such as these, navigating a clear road to service delivery is increasingly challenging.

The cloud might be a little frightening: it’s invisible, all-consuming and, scariest of all, it’s telling you that your business needs to change.

Many years ago, life was simple. Everyone had only one name, one phone number, one address and one set of keys.