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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. The following is an interview conducted in the context of the World Industrial Design Conference in China.

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Education and Research

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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Meet the service designer

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

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

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

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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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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

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’?

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

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

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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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

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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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

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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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

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

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

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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Other

Service design is like marriage nobody understands it but everyone does it

Crazy comparisons often are full of insights. Let’s explore together how Service Design is like marriage in plenty of ways.

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Other

Include branding in features, actions, reactions, and every other aspect of the service

Branding, storytelling and service design can be mixed together to create unique branded services.

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Meet the SDGC16 Speaker: Robert Neal

We asked leading practitioners giving talks and workshops at the Service Design Global Conference to answer the 3 key questions. Today we asked Robert Neal, a design consultant at Qualia, to give us his take.

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Meet the service designer

Meet the SDGC16 Speaker: Karin Lycke

We asked leading practitioners giving talks and workshops at the Service Design Global Conference to answer the 3 key questions. Today we asked Karin Lycke, a business designer, to give us her take.

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Other

Stop solving all the issues

Pain points are part of every service and trying to kill them all won't help. Behavioral economics and Service Design helps to choose which pain points to keep and which one to tackle.

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