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Service Design Award A Guide for Award-Winning Service Design Projects

A Guide for Award-Winning Service Design Projects

The Service Design Award, organised by the Service Design Network, has recognised and celebrated the best service design projects worldwide since 2015, raising awareness of the importance of service design and inspiring practitioners to push the boundaries of the discipline.

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Case Study Designing a Climate Action Funding Prog. for the Community Business Sector

Designing a Climate Action Funding Prog. for the Community Business Sector

Targeting minoritised groups to enable climate action within their communities

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Touchpoint open article Successfully Implementing Service Design Projects

Successfully Implementing Service Design Projects

Why is the success rate in implementing service design projects still low? Why do brilliant concepts fail when it comes to anchoring them in the daily business of the client organisation?

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Service Design Award Braver Training Grounds: Customer Experience Design & Social Housing Organizations

Braver Training Grounds: Customer Experience Design & Social Housing Organizations

The client is a small organization that supports affordable housing options in a small municipality and surrounding area. In 2021 they commissioned The consultant, a human-centered design agency to conduct an independent assessment of their current state of customer experience and to offer recommendations about how to improve it.

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Service Design Award Atopic Dermatitis Is A Condition Beyond A Skin Disease

Atopic Dermatitis Is A Condition Beyond A Skin Disease

Atopic Dermatitis is a chronic, systemic, and immunological disease. Following the approval of the molecule in Latin America, a pharmaceutical company asked us to design a patient support experience program to be implemented in Colombia geared towards offering comprehensive support to the various actors involved.

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Case Study Staff augmentation model - how to use it in building service design, innovation and change management teams

Staff augmentation model - how to use it in building service design, innovation and change management teams

In the ever-growing and dynamically changing business environment, companies see more and more value coming from well-designed services. There is also a growing understanding of strategic methodologies and awareness of the value of building services around products. More and more organizations are looking for experts in designing services to support the company's development towards service design and change management or broadly understood innovations. However, the lack of qualified designers with sufficiently extensive knowledge necessary for projects in this field is a reality that the market has to face

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Case Study The New Seriousness of Design

The New Seriousness of Design

It’s a wonderful time for design. Its appreciation by and relevance to consumers, organisations and society has been transformed over the last few years.

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Education and Research SDN Academic Task Force

SDN Academic Task Force

The SDN Academic Task Force

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Education and Research China Higher Education of Service Design Survey Report 2021

China Higher Education of Service Design Survey Report 2021

The service design education in China began around 2010, with the Academy of Arts & Design, Tsinghua University, Nanjing University of the Arts and others universities taking the lead in exploring and practising service design education. For response to the needs of industry and the development of design education, service design education has showed significant growth in Chinese colleges from 2015.

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Education and Research The limitations of user-centred design when designing at scale: the case of e-commerce.

The limitations of user-centred design when designing at scale: the case of e-commerce.

Why e-commerce is failing people and the planet

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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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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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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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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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