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Touchpoint open article Eleonora Carnasa: Meet the service designer

Eleonora Carnasa: Meet the service designer

Eleonora Carnasa is a Bulgaria-based service designer and founder of Fabrica 360, a design and innovation agency. In this profile, she had a chat with Jesse Grimes, Touchpoint’s Editor-in-Chief, about her efforts to grow service design in Eastern Europe.

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Touchpoint open article Ecosystems, Blueprints and Journeys – Oh My!

Ecosystems, Blueprints and Journeys – Oh My!

Communicating the value of service design to those who are unfamiliar with our tools and processes can be a challenge. This creates problems for designers as well as the organisations and communities we hope to serve. Perhaps our use (and misuse) of metaphor to describe our work contributes to the confusion.

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Touchpoint open article Yes, No, Maybe: Experience Prototyping at Scale

Yes, No, Maybe: Experience Prototyping at Scale

Product designers Joydeep Sengupta and Adam Cochrane look into the issues of prototyping at scale, sharing insights on how fashion retailer Zalando is going about building a prototyping culture within a 14,000 person organisation.

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Service Design Award Xplore

Xplore

The project was set to design a service concept around long-distance driving (one-hour or longer). A strong focus was set on user research, touchpoint identification and how they could be re-imagined.

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Service Design Award Clarify: Early guidance service for separated parents

Clarify: Early guidance service for separated parents

The project focused on the current experience of financially and emotionally struggling British citizens who require support in cases of familial separation and child custody, but are not entitled to benefits.

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Service Design Award Journey: A Post Death Settlements Service

Journey: A Post Death Settlements Service

Unfortunate circumstances could occur at any given instance — we will never know when we might lose a loved one. At that point of time, many would be at a loss of what to do.

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Service Design Award Service design to improve women's maternal healthcare services in Nepal

Service design to improve women's maternal healthcare services in Nepal

This service design project was conducted as a master thesis project for three design students. The project concerned using service design to improve women’s maternal health in rural Nepal and resulted in a new health service co-developed with users and field experts.

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Service Design Award Crack the code: How one school demystified programming

Crack the code: How one school demystified programming

How service design was used to create a new kind of coding school in Helsinki and radically change people's perception of computer programming.

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Service Design Award Heart Failure Self- Management Program

Heart Failure Self- Management Program

Heart Failure (HF), the inability of the heart to effectively pump blood around the body, takes a serious toll on a person’s life. For people living with HF, walking up a few stairs leaves their heart pounding, lying down makes it hard to breathe, and their lives are instantly turned upside down by a prognosis of only a few years left to live.

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Service Design Award The Evidence of Design 2.0 - An Impactful Service Identity Designed with AI

The Evidence of Design 2.0 - An Impactful Service Identity Designed with AI

This case is an illustration proving how machine learning models can seamlessly support the work of service designers and successfully forecast the business impact of specific design efforts. This understanding can be used when making decisions on where to invest.

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Service Design Award How service design plays a vital role in the transformation journey?

How service design plays a vital role in the transformation journey?

How service design plays a vital role in the transformation journey of a Brazilian insurance provider: from a brick-and-mortar business into a health-insure-tech.

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Service Design Award Lift the Lid

Lift the Lid

The project was initiated to help the charity achieve its vision is to create a society where those affected by dementia are supported and able to live without prejudice.

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Service Design Award LaMa - Laboratoria Mobiele Alternatieven

LaMa - Laboratoria Mobiele Alternatieven

LaMA is short for Laboratoria Mobiele Alternatieven. It is a co-creative design process developed to find cheap and simple solutions with great impact on local mobility issues.

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Service Design Award Designing a viable land for future generations

Designing a viable land for future generations

After almost a century, and several failed attempts to establish a coherent rural land identification and registration system across the whole of Portugal; a cooperative initiative between different Government sectors was created in 2017. This initiative had one goal: to finally understand who owns what, and where.

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Service Design Award Transforming a Social Security Organization through Service Design

Transforming a Social Security Organization through Service Design

Compensation Funds are private non-profit organizations of the Chilean Social Security System. Its purpose is to deliver benefits in the form of social benefits, financial products, deals related to health and education, and to manage state legal benefits. Companies join them free of charge, and their collaborators become affiliates who have access to the benefits offered. This project was developed with Chile’s most prominent company in the industry, which serves more than 4 million affiliates.

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Touchpoint open article Making the Case for Service Design for Start-ups and Innovation

Making the Case for Service Design for Start-ups and Innovation

Start-ups and innovation environments represent exciting, challenging and relatively-uncharted terrain for service design. Despite the fact that we as service designers are barely visible in the start-up world, and mostly unmentioned in their literature, my own experience as a service designer working with start-ups and innovation programmes has proven to me that we can add significant value in these settings.

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Touchpoint open article Designing an Innovative Municipal Organisation

Designing an Innovative Municipal Organisation

A quick Google search for ‘innovation’ pulls up thousands of results: leading edge technology, business school case studies, how-to guides for innovation in corporate environments, and more. ‘Innovation’ is a big, ambiguous term that often looks very different depending on where and how it is applied.

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Touchpoint open article Luis Alt: Meet the service designer

Luis Alt: Meet the service designer

Established in 2010, Livework’s São Paulo outpost is a service design pioneer in one of the world’s top-ten largest economies - Brazil. Since then, the team has worked with an enviable roster of clients, but also experienced the challenges of carrying out service design before it became widely recognised. In this edition of the Touchpoint Profile, Editor-in-Chief Jesse Grimes speaks to Luis Alt, one of the studio’s founders.

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Education and Research Cumulus-SDN-IxDA Report - Seattle Session 2019

Cumulus-SDN-IxDA Report - Seattle Session 2019

During the IxDA Education Summit 2019 held in Seattle (WA, USA), IxDA, SDN, and CUMULUS got together to start a conversation about harnessing potential synergies. This is the report about the session.

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Tools and Methods El Concilio de Diseño: Un mecanismo escalable para evaluar la calidad de los proyectos

El Concilio de Diseño: Un mecanismo escalable para evaluar la calidad de los proyectos

Cuando el equipo de diseño de BBVA Bancomer empezó a crecer de forma acelerada, pasando de 6 a 120 diseñadores en el lapso de 2 años, el mayor reto fue establecer y permear un mismo mindset de diseño.

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Tools and Methods The Service Design Maturity Model

The Service Design Maturity Model

In the past years, many organisations have been working on pro­­jects to improve service experiences. Increasingly, large ­organisations have started to understand the value of service design. This has resulted in a growing desire amongst organi­sations that ‘understand’ service design to embed it into their companies.

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Touchpoint open article Demystifying India  Through Service Design

Demystifying India  Through Service Design

India is often described as ‘complex’ due to its diverse cultural, economic and social structures that make it challenging for companies to penetrate or innovate. We sought to better understand this complexity and define how service designers can turn these complexities into opportunities.

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Meet the service designer Meet the service designer: Anna-Sophie Oertzen

Meet the service designer: Anna-Sophie Oertzen

Anna-Sophie Oertzen is a PhD Candidate exploring how co-creation with different actors may be used to design and deliver profitable, user-centric services. For that, Anna-Sophie uses her business background specialised in marketing, strategy and innovation, her experience in conducting user research, and her practical service design knowledge.

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Cross-Discipline Service Design in Criminal Justice: A Co-production to Reduce Reoffending

Service Design in Criminal Justice: A Co-production to Reduce Reoffending

Article published by Nicholas de Leon, Birgit Mager and Judah Armani in the IRISH PROBATION JOURNAL Volume 15, October 2018

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