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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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Latest content

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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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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