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Touchpoint open article “What Now?” The role of service design in mapping uncharted territory

“What Now?” The role of service design in mapping uncharted territory

Disruptions are inevitable. Whether we face system-level events or minor interruptions, we spend our days navigating the uncertain space between strategic ideals, tactical intentions and the ambiguity of the mundane. Most of the time we navigate gaps between our plans and reality without event. Other times we face “What Now?” moments.

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Tools and Methods 3 ways to turn service blueprints into delivery outcomes

3 ways to turn service blueprints into delivery outcomes

Service blueprints are a powerful tool for any organisation to comprehend its current state. To help us move from tool to delivery outcome, I’ve listed 3 ways which could help us achieve that.

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Touchpoint open article Designing the Future We Need

Designing the Future We Need

The concept of sustainability embraces a wide range of opportunity areas, as the diversity of the United Nations’ Sustainable Devel- opment Goals (SDGs) demonstrates1. What role might service design play to address the SDGs and help steer the transformation to sustainable and resilient solutions? We explore how organisations might respond strategically to these challenges and opportunities through the practice of strategic foresight and design.

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Other Creating an inclusive company culture by Menlo Park

Creating an inclusive company culture by Menlo Park

We caught up with Max Masure, a New York based, community-centered UX Researcher and author; discussing their career in tech and their work towards making the world a more inclusive space for everyone.

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Tools and Methods Developing Patentable Solutions Using Service Design

Developing Patentable Solutions Using Service Design

As the global market becomes more competitive and increasingly driven by service innovation the question is: “Can service innovations be protected and patented as objects of intellectual property?”

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Other Changing the equation on LGBTQ+ equity and inclusion

Changing the equation on LGBTQ+ equity and inclusion

LGBTQ+ tech advocates show the key role CIOs can play in catalyzing the change necessary in business practices and technology design to meet the needs of an increasingly diverse society.

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Other Rethinking masculinity in the workplace

Rethinking masculinity in the workplace

Many of the challenges we face at work and in society are rooted in how we interpret gender, masculinity, and femininity

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Other Why I Put Pronouns on my Email Signature (and LinkedIn profile) and You Should Too

Why I Put Pronouns on my Email Signature (and LinkedIn profile) and You Should Too

For a cisgender person (a person whose gender is in alignment with the sex they were assigned at birth- more on that another time!) there is little to no risk in sharing your pronouns. When you’ve never questioned what pronouns people use for you, or even thought about the idea of pronouns after you learned about them in 2nd grade, sharing your pronouns on digital profiles is easy and costs you nothing.

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Other Supporting inclusive form design with design systems

Supporting inclusive form design with design systems

Form design isn’t a nice-to-have; they come up often and are carefully curated to get the right information at the right time. But when forms involve players from multiple teams, priorities can get mixed up and inclusion can fall to the wayside.

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Tools and Methods Why we should consider frameworks in Service Design

Why we should consider frameworks in Service Design

One of the key reasons projects adopt frameworks is that frameworks not only align the disparate efforts into a cohesive whole, they are also aspirational & directional. For more, please see below.

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Tools and Methods Making a Business Case for Service Design

Making a Business Case for Service Design

Discover how to drive the narrative to calculate and show the business impact of design.

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Cross-Discipline If We (StartUps) Build It, Will They (Customers) Come

If We (StartUps) Build It, Will They (Customers) Come

The question every start-up grapples with is ''If We Build It Will They (Customers) Come?'' A failed attempt made a start-up wary to invest in a new offering. Using Service Design, we helped them figure out what the market really wants to buy. We help them cut through expensive market research, test and validate the market opportunity, and release a far more mature solution well received by customers and set them on the growth path.

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Latest content

Touchpoint open article Combining Service and Systemic Design in Norway’s Public Sector

Combining Service and Systemic Design in Norway’s Public Sector

Service design is currently dominated by a focus on the user journey, and therefore is not sufficient in itself for highly complex public challenges which cross agencies and sectors. To tackle complex public sector issues, the integration of systemic design capacity and a cross-disciplinary approach is crucial.

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Meet the service designer Meet the service designer: Natalie Kuhn (she/her)

Meet the service designer: Natalie Kuhn (she/her)

Along with fellow service design pioneers in the New York City area, Natalie Kuhn helped establish the SDN New York Chapter. In the years since, her team and chapter have been recognised with awards for their chapter activities, and she has been involved with the global SDN's efforts around Diversity, Equity and Inclusion, as part of a taskforce established in 2020. She also manages to find time for her day job: Managing service design at US banking giant Capital One. Here, she chats with Touchpoint Editor-in-Chief Jesse Grimes about her roles and ambitions.

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Tools and Methods Implementing Policy through Systemic Design

Implementing Policy through Systemic Design

This article shows how a systemic design approach was used to support the implementation of a policy direction that touches multiple services and organisations. It discusses how a team of designers and policy makers mobilised services to action through breaking silos, building empathy and developing a community of practice.

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Service Design Award Design in a Crisis: Rescuing the Pay Experience for Federal Government Employees

Design in a Crisis: Rescuing the Pay Experience for Federal Government Employees

In 2016 the Canadian federal government introduced a new pay system, called Phoenix. The system was meant to be automated and cost-effective, saving the government millions of dollars a year. Instead, what transpired is described as the most serious pay debacle in Canadian history and an “incomprehensible failure” by the Canadian auditor general. While the federal government exists in its current state of transition – waiting for a new system and unable to go back to the old one – individual departments throughout the federal government are designing their own band-aid solutions to support employees.

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Service Design Award Alleviating stress and frustration during medicine switches

Alleviating stress and frustration during medicine switches

During the spring of 2019 Dutch newspapers were filled with articles about stress in pharmacies, due to regular medicine switches for patients. These switches are caused by material and medicine shortages, poor deliverability, a change in preferential medicine of various health insurers or pharmacists, or medicine being taken off the market.

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Service Design Award Transforming workers' compensation service experiences: moving from fax to future proofed services

Transforming workers' compensation service experiences: moving from fax to future proofed services

Our organization, governed by legislation and policy, is one of the largest insurance organizations in North America. We cover five million people in over 300,000 workplaces across our province. Coverage with our organization is mandatory for many businesses in our province, who may not be aware of the necessity or plethora of services we provide. Past efforts to improve our financial position, while necessary, came at the expense of good customer service. Over the years, there began to be a problematic decline in customer satisfaction.

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Service Design Award Future of facilitation: digital blueprinting on a global scale

Future of facilitation: digital blueprinting on a global scale

We're a global small business, accounting and bookkeeping software-as-a-service company with 3,000+ employees committed to building beautiful experiences for our 2 .38 million subscribers, located across 20 offices in eight countries.

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Service Design Award Inclusive Digital Services for the Municipality

Inclusive Digital Services for the Municipality

Little over 850.000 citizens live in this diverse, beautiful city. From Marc to Mohammed. From baby to granny. From garbage collector to PhD student. Every citizen has their context, needs, wishes and challenges. How to design online services that can be used by everyone?

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Service Design Award CX transformation for hearing care

CX transformation for hearing care

The client has led the hearing health market for decades as a holistic provider of devices, diagnostics, and support services. With the threat from new competitors emerging from adjacent categories, and shifts in regulation and technology, the client needed to be at the forefront of innovation to ensure its future position in the category.

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Service Design Award Immigration and Asylum Appeals

Immigration and Asylum Appeals

People migrating to the UK can apply for a ‘right to remain’ based on their socio-economic circumstances or their rights under the Refugee Convention or Human Rights Act. Each year approximately 50,000 people raise an appeal when their applications are rejected.

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Service Design Award Working With Children Check for Indigenous applicants

Working With Children Check for Indigenous applicants

We worked with an independent state government authority to deeply understand the experience for Indigenous Australians in applying for a Working with Children Check (WWCC), and how the impact from not having one plays out to great detriment.

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Service Design Award Escuela sin Fronteras

Escuela sin Fronteras

Developing intercultural practices and attitudes in public schools

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