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Other The Power of Ten

The Power of Ten

In November 2017, the global service design community will come together in Madrid for the annual SDN Global Conference. This year, the conference marks a significant milestone: It’s the tenth event that the SDN has hosted. In anticipation of the occasion, SDN President Birgit Mager, and Event Board principals Jamin Hegeman and Alex Nisbett looked back through the years at the milestones that have brought us to this point.

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Education and Research Desirable Traits:  Educating for an Evolving Service Design Practice

Desirable Traits: Educating for an Evolving Service Design Practice

Design has become a collaborative and interdisciplinary practice as it aligns with an increasingly diverse range of private and public sector efforts.

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Education and Research Moving Towards Network-Conscious Service Design: Leveraging network visualisations

Moving Towards Network-Conscious Service Design: Leveraging network visualisations

While user-centric approaches to service innovation proved to be effective, innovators often omit that the focal user is not the only one influencing the decision for or against a new service. For example, when examining the introduction of social service robots in an elderly care setting, the final decision is influenced not only by the elderly (the focal actor), but also by family members, friends, GPs, nurses, and other professional service providers.

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Meet the service designer Meet Pete Fossick

Meet Pete Fossick

For this issue of Touchpoint, Editor-in-Chief Jesse Grimes caught up with Pete Fossick (Service Design Program Director, GTS Design), to learn about the opportunities afforded to him as a service designer working within global giant IBM, and to hear his thoughts on where service design education should be heading.

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Meet the service designer What is to be a service designer

What is to be a service designer

Since service design still may sound exotic, this article will help you explain what it is in a simple language.

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Education and Research Six Priorities to Promote Service Design in Academia

Six Priorities to Promote Service Design in Academia

A session was held during the 2016 Service Design Global Conference to reflect on the academic challenges that service design is currently facing and how they can be overcome by the SDN community.

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Other An Exclusive Interview from the Chairwoman of the International Service Design Network, Birgit Mager

An Exclusive Interview from the Chairwoman of the International Service Design Network, Birgit Mager

Since 1995 Birgit Mager has held the first European professorship in service design at the University of Applied Sciences in Cologne, Germany, and since then has developed the field of service design constantly in theory, methodology and practice. Her numerous lectures, publications and projects have strongly supported the implementation of a new understanding of the economical, ecological and social function of the design in the domain of services.

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Meet the service designer Meet Muna Al Dhabbah: Championing service design to deliver ‘seven-star’ government services in the United Arab Emirates

Meet Muna Al Dhabbah: Championing service design to deliver ‘seven-star’ government services in the United Arab Emirates

At the 2016 Service Design Global Conference in Amsterdam, Muna Al Dhabbah (Director of Government Service Development, Prime Minister’s Office, UAE) was joined on stage by Simone Carrier (Head of Service Design at FutureGov) to share their experiences in applying service design to improve citizen-government interactions within the UAE.

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Cross-Discipline Towards the New Normal

Towards the New Normal

We asked Dutch-based design consultant Dennis Hambeukers to recap his SDN's Global Conference 2016 learnings in both written and visual form.

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Education and Research Masterclasses service design voor MKB maakindustrie

Masterclasses service design voor MKB maakindustrie

MKB bedrijven kunnen zich nu aanmelden voor een service design masterclass!

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Meet the service designer Amsterdam Service Jam

Amsterdam Service Jam

The Amsterdam Service Jam was organized again! The Service Jam is an event that is organized in 80 places around the world at the same time. A weekend to get introduced or have a practical workout in service design and get together with fellows to have fun. The motto of the Global Service Jam is: Doing Not Talking!

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Meet the service designer Chapter Success Stories 2016

Chapter Success Stories 2016

The Success Stories digital publication celebrates the amazing work of the SDN Chapters. Last year saw five new chapters become official, four chapter run national conferences and a variety of other unique chapter initiatives which we commend in this publication.

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Tools and Methods Practicing in Place

Practicing in Place

In recent years, design teams working both in-house and at consultancies are increasingly applying the service design mindset and methods across a wide variety of projects.

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Cross-Discipline ‘Go Big or Go Home’?

‘Go Big or Go Home’?

What’s behind the ongoing trend of mergers and acquisitions in the world of service design? And what does it mean for the way our discipline is being practiced?

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Other Inspiration from the Service Design Award winner

Inspiration from the Service Design Award winner

When a project wins a Service Design Award there is certainly something to learn from it.

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Cross-Discipline Service Design Award Winners 2016

Service Design Award Winners 2016

It was a very close race for the 2016 finalists! The jury commended 5 winners who stood out as having the most convincing outcomes, the clearest and most well developed process as well as a convincing collection of success metrics that set them apart.

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Other A well designed service might be boring. A well branded service is exciting.

A well designed service might be boring. A well branded service is exciting.

Good services aren't enough to excite people anymore. What happens when everybody around you does service design? Maybe you should brand your experience.

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Meet the service designer Not the Usual (Service Design) Suspects

Not the Usual (Service Design) Suspects

Dutch bank ING has been recognised recently for its innovative approach, both with its banking app, and for the radical internal transformation it underwent in 2015. Touchpoint Editor-in-Chief Jesse Grimes recently sat down with Ron Kersic to learn more about the instance of service design gaining a foothold in an unexpected part of the organisation.

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Other Service design, lean, UX, agile and the little war of religion

Service design, lean, UX, agile and the little war of religion

With all those fancy terminologies we are creating confusion for ourselves and our clients. Maybe things shouldn't be as complex as our little terminology war around what is Service Design and what it's not.

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Cross-Discipline Design Within Organisations Needs Sustained Thinking and Doing

Design Within Organisations Needs Sustained Thinking and Doing

Great service design is all about designing a service so it is useful and desirable to customers, while also making sure the service is both usable and used during and after its introduction.

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Other Good service design isn't enough

Good service design isn't enough

Business as unusual could mean that we bring a touch of surprise to the customer experience.

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Other Pippi Longstocking was one of the first Service Designers

Pippi Longstocking was one of the first Service Designers

Meeting Change Manager Christian Bessembinders opened a conversation about culture, service design and Pippi Longstocking.

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Cross-Discipline Reinventing from Within: Don’t talk about cultural change, do it

Reinventing from Within: Don’t talk about cultural change, do it

This story is about the transformational journey of Telekom Deutschland GmbH (Deutsche Telekom) as it moves towards having a more customer-centric DNA.

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Other Conferences reassure you that you are not so stupid

Conferences reassure you that you are not so stupid

The Service Design Conference in Amsterdam is now finished. You can prepare yourself for the next one. But why should you come?

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