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Tools and Methods Implementing Services Using the Transaction Pattern

Implementing Services Using the Transaction Pattern

Customer journeys usually include several touchpoints at which the customer transacts with a business. Transactions occur when stakeholders exchange value, as in “I pay some money in exchange for your product”. There is usually a request from one stakeholder and a response from the other.

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Meet the service designer Meet the service designer: Robbie Bates

Meet the service designer: Robbie Bates

In his dual roles as Design Director and Business Director at London-based Uscreates, Robbie Bates juggles the challenges of addressing the evolving nature of service design, and of the service design agency itself.

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Tools and Methods Taming Organisational Challenges in Service Design

Taming Organisational Challenges in Service Design

As service designers, we could talk endlessly about the times our designs were foiled. Not by customers, but by the stakeholders needed to implement the service.

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Tools and Methods A Recipe for Helping Get a New Service Going Within an Organization that Doesn’t Understand Service Design

A Recipe for Helping Get a New Service Going Within an Organization that Doesn’t Understand Service Design

You read that right. This recipe is will help you get something going in an organization that is ignorant of service design. But, it has to be on the down-low. Blatantly. That means you have to be a gangster. You have to move in plain sight and be subtle because otherwise, people will start asking what the heck your wasting company time for.

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Touchpoint open article It Takes a Village: Service designing organisational change at BBVA

It Takes a Village: Service designing organisational change at BBVA

What does it mean to ‘design at scale’ in a 132,000-employee organisation? Two years ago, BBVA, one of the world’s oldest and largest banks, launched a grand experiment to find the answer.

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Tools and Methods Business Origami

Business Origami

Business Origami is a particularly useful tool for designing new services and for exploring new opportunities to extend existing services in complex systems that involve multiple organisations and multiple stakeholders.

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Cross-Discipline Compelling Services Need Compelling Content

Compelling Services Need Compelling Content

Relevant content is a critical element across all channels of a service. That is why a good content strategy is of crucial importance. At Informaat, service design and content strategy go hand-in-hand.

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Meet the service designer Meet the service designer: Simone Cicero

Meet the service designer: Simone Cicero

Meet Simone Cicero, creator of Platform Design Toolkit, and managing partner at Boundaryless, a company that helps organisations create platform strategies to mobilise ecosystems for growth, impact and evolution.

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Tools and Methods A Conversation for Those Digging Deeper into Service Design

A Conversation for Those Digging Deeper into Service Design

Rich Ekelman is a Chicago Service Designer, Founder of SERV/, the world's first service design B-Corp, and SDN Accredited Master Trainer, shares his experience and the fundamentals of service design.

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Other What is service design?

What is service design?

We live and breathe it – but what is service design exactly? We’ve listed some have to sees and –reads, which easily explain what service design is and what it does.

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Meet the service designer 5by5: Service Design for Healthcare

5by5: Service Design for Healthcare

Interview with Leah Cabrera, Service Designer in Design and Innovation Group at Memorial Sloan Kettering Cancer Center. Article by Thomas Brandenburg and Twisha Shah-Brandenburg.

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Meet the service designer 5by5: A Conversation about the Future of Service Design for Mental Wellbeing

5by5: A Conversation about the Future of Service Design for Mental Wellbeing

Interview with Jennifer Bagehorn, Service Designer at Livework Studio; Article by Thomas Brandenburg

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Meet the service designer 5by5: Behavioral Science & Service Design for Healthcare

5by5: Behavioral Science & Service Design for Healthcare

Interview with Aileen Heinberg, Behavioral Scientists at Memorial Sloan Kettering Cancer Center; Article by Thomas Brandenburg

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Meet the service designer 5by5: Five Perspectives on Scaling Service Design

5by5: Five Perspectives on Scaling Service Design

Interviews with Boris Divjak, Strategic Designer at Unboxed; Dennis Hambeukers, Strategic Design Consultant at Zuiderlicht; Marc Stickdorn,Co-Founder & CEO of More Than Metrics; Jamin Hegeman, VP, Head of Design, Financial Services at Capital One; Timo Patiala, Commercial Director and Partner at Hellon London; Article by Thomas Brandenburg

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Meet the service designer 5by5: Scaling Service Design with Jeff Melton

5by5: Scaling Service Design with Jeff Melton

Interview with Jeff Melton, Partner at Bain & Company Melbourne Article by Thomas Brandenburg

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Meet the service designer 5by5: Co-designing a UN program with youth in Kosovo

5by5: Co-designing a UN program with youth in Kosovo

Interview with Maria Søbroe, Service design freelancer Article by Twisha-Shah Brandenburg

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Meet the service designer 5by5: A Conversation About Service Design at Scale

5by5: A Conversation About Service Design at Scale

Interview with Rob Brown, Global Head of Marketing, Design and Responsible at BBVA Article by Twisha Shah-Brandenburg

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Meet the service designer 5by5: Scaling Service Design

5by5: Scaling Service Design

Interview with Marc Stickdorn, Co-Founder & CEO of More Than Metrics Article by Thomas Brandenburg

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Meet the service designer 5by5: Business Modeling for New Services

5by5: Business Modeling for New Services

Interview with Jane Vita, Service Design Lead at Digitalist Article by Thomas Brandenburg

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Meet the service designer 5by5: Visualizing Service Design

5by5: Visualizing Service Design

Interview with Richard Hylerstedt, Service Design Coach at Helsingborgs stadl Article by Thomas Brandenburg

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Case Study The Road to Client Service with Russia’s Largest Bank

The Road to Client Service with Russia’s Largest Bank

This article was co-authored by; Janna Klein, Partner LTD DTLab (INEX Partners), Yulia Konovalova, Head of Design Thinking School at Sberbank Corporate University and Olga Linnik, Head of the Design Thinking Laboratory, Retail Solutions at Sberbank.

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Meet the service designer 5by5: Service Design in China

5by5: Service Design in China

Interview with Angela Li, GM & Partner at CBi China Bridge. Article by Thomas Brandenburg.

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Meet the service designer 5by5: Service Design in Scotland

5by5: Service Design in Scotland

Interview with Hazel White, Director at Open Change. Article by Thomas Brandenburg.

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Meet the service designer 5by5: Service Design for Public Policy

5by5: Service Design for Public Policy

Interview with Sung Woo Kim, Professor at Department of Experience Design in The Graduate School of Techno Design at Kookmin University. Article by Thomas Brandenburg.

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