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Meet the service designer Lara Penin: Meet the service designer

Lara Penin: Meet the service designer

For this issue of Touchpoint, Editor-in-Chief Jesse Grimes met with service design pioneer and educator Lara Penin, who has recently made a great contribution to the service design literature, with her publication of An Introduction to Service Design: Designing the Invisible.

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Tools and Methods Using a Service  Ecosystem to Quickly  Grasp Complexity

Using a Service Ecosystem to Quickly Grasp Complexity

A unique visualisation to deliver insights right from the start of a service design project.

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Touchpoint open article Futures Thinking:  A Mind-set, not a Method

Futures Thinking: A Mind-set, not a Method

Design practices are becoming increasingly future-focussed, reflecting the complexities of the design challenges that we face. Futures thinking can offer us tools and methods to help with this, but more than that, it might offer us a new way of seeing the world that we design for.

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Tools and Methods Purpose Driven Service Ecosystems - Designing services for extreme users

Purpose Driven Service Ecosystems - Designing services for extreme users

The best business opportunity is starting with purpose —focusing on the unique needs of the different players involved and leveraging their advantages of location, knowledge and connection.

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Tools and Methods Designing The Customer Centric Organisation

Designing The Customer Centric Organisation

What is involved in achieving customer-centricity and how do you move your organisation from where you are to where you want to be?

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Tools and Methods Solving complex SD challenges for delivery

Solving complex SD challenges for delivery

How can we successfully coordinate service design and delivery, and solve the puzzle of delivering a minimum viable service?

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Tools and Methods Levelling Up Innovation with Futurice

Levelling Up Innovation with Futurice

Innovation work is hard. Given the pace of change in business, the complexity of company environments, and the diversity of teams, we need new ways of working. Futurice provides two tools to tackle that challenge.

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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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