Latest content

SDN Global The very best cases in service design: Service Design Award Annual

The very best cases in service design: Service Design Award Annual

The very first Service Design Award Annual, published by SDN, is here to capture, share and celebrate the very best in service design.

Continue reading
SDN Global News New Touchpoint Vol. 10-2: Designing the Future

New Touchpoint Vol. 10-2: Designing the Future

In this new issue of Touchpoint, we focus on what our practice will look like - or should look like - as it moves into the world of tomorrow. Get your copy in print or digital format now!

Continue reading
SDN Global News Upcoming events by SDN Accredited Trainers

Upcoming events by SDN Accredited Trainers

Looking for getting trained to gain high level knowledge and skills about service design in a professional and state-of-the-art approach? Then check out the upcoming events by our SDN Accredited Service Design Trainers taking place all around the world and book your seat!

Continue reading
SDN Global News Touchpoint Anniversary Collection

Touchpoint Anniversary Collection

Touchpoint enters its tenth year of publication, having first been published in early 2009. To celebrate this significant milestone, we are happy to offer a limited Anniversary Collection pack, including 25 Touchpoint issues for the special discounted price of 250€ plus shipping costs (EU 24,50€ / Rest of the world 49,00€).

Continue reading

Did we miss something?

Submit a Headline
SDN Global Service Design Award 2018 - The Finalists

Service Design Award 2018 - The Finalists

SDN has announced all Service Design Award 2018 finalists, whose work is internationally recognised as a benchmark of world-class service design.

Continue reading
SDN Global Koos Service Design: User centric governance

Koos Service Design: User centric governance

26 national laws concerning physical planning, flood protection, and environmental planning have been rewritten into one new law: the Environmental Planning Act. Our client, responsible for the design, construction, management and maintenance of the main infrastructure facilities in the Netherlands, aims at offering all information through one digital portal (Digitaal Stelsel Omgevingswet) and by doing so,simplifying the process of requesting (environmental) permits for activities such as building a shed opening an establishment.

Continue reading
SDN Global City of Calgary - Civic Innovation Lab: Smart Cities Made Human

City of Calgary - Civic Innovation Lab: Smart Cities Made Human

In 2017, the Federal Government announced a funding opportunity for municipalities related to Smart Cities. As our municipality considered a bid, the dominant question being asked was: What can technology offer the city? Our internal client approached the innovation lab and asked a more difficult question that framed the challenge for this project: How could we ensure we were thinking about not just a technology and data-enabled city, but also a smart city that worked for people?

Continue reading
SDN Global Wipro Digital: Transforming the Mortgage Buying Experience

Wipro Digital: Transforming the Mortgage Buying Experience

Our client, BankCo, is one of Ireland’s pillar banks and the market leader for mortgages. But in 2016, it was becoming a victim of its own success. A surge in mortgage applications put pressures on its ability to deliver a seamless experience for every customer. What started as a problem statement about declining NPS became a far-reaching programme that would eventually span the company’s operating model, processes, IT systems and every customer touchpoint. Service Design was the key to making it all work.

Continue reading

Get your personal profile

Become a Member



Latest content

SDN Global FromHereOn: Da Vinci

FromHereOn: Da Vinci

Codenamed Da Vinci, this global programme is transforming BT's 13,000-person IT department to become ‘an IT service provider of choice’. The project is shining a light across the wider enterprise on how to run service design-led transformation at scale. In June 2017, this FTSE100 Telecoms organisation was experiencing some commercial and cultural turbulence. A merger, an accounting scandal, negative press coverage and Brexit was impacting staff sentiment and share prices. Our project takes places inside the IT organisation which had just undergone significant organisational restructuring.

Continue reading
SDN Global Fjord: Developing a Police Force's Digital Experience for Citizens

Fjord: Developing a Police Force's Digital Experience for Citizens

In 2014, one of the largest police forces in the UK committed to a radical transformation programme that would help the force meet current and future policing needs, manage citizen expectations and reduce cost across its operations. Part of this transformation includes improving public contact and defining new channels through which the police could respond to citizens’ needs—not only in a more efficient and effective way, but in a more inclusive way as well.

Continue reading
SDN Global CON+  Optimizing pet adoption service in the shelter

CON+ Optimizing pet adoption service in the shelter

CON+ is an innovative service design that aims to improve the process of stray animal adoption in animal shelters with both online and offline channels. It covers different parts from pre-adoption data collection to post-adoption problem-solving. With the new adoption service, we lighten the workload of staff of the shelter, increase effective adoption rate, and align resources from volunteers, the shelter, and other organizations. Hundreds of thousands of stray dogs yearly are to find a home.

Continue reading
SDN Global Modern Human: Project Phoenix - Service Design for Tesco Bank

Modern Human: Project Phoenix - Service Design for Tesco Bank

A leading UK bank asked our design practice to partner with them to design a complaints experience that would turn customers who have had their complaint resolved into advocates; empower customer service representatives to do their jobs more efficiently, and identify opportunities for long-term service improvement.

Continue reading
SDN Global Futurice: The Intelligence Augmentation Design Toolkit

Futurice: The Intelligence Augmentation Design Toolkit

The intelligence augmentation design toolkit and the associated workshop demystifies machine learning and helps non-tech experts to create smart service concepts. Using the toolkit requires neither a technical background nor any coding skills. The toolkit consists of four sets of cards, a map, two canvases and a booklet.

Continue reading
SDN Global Hellon: "Baby"- Reducing Stress and Increasing Parent Spend Through Design

Hellon: "Baby"- Reducing Stress and Increasing Parent Spend Through Design

The service design project was given an objective to create a compelling value proposition and to design a differentiating customer experience for parent and baby shoppers to visit the stores and for those already using the stores, to spend more active shopping time within the store. In addition to increasing footfall, the aim was to drive significant revenue growth in this shopper segment both in the baby category and in the overall stores.

Continue reading
SDN Global Alke

Alke

In the UK, there are more than 11,500 new cases of brain tumours every year, which is equal to a 34% increase in the incidence rate of a brain tumour since the 90s. At least 102,000 children and adults are currently living with a brain tumour in the UK alone. This report introduces Alke, a service for people with brain tumours and their carers, that helps them understand, adapt and easily manage their rehabilitation on a daily basis.

Continue reading
SDN Global Laurea University Of Applied Sciences: Boost+Inno Project

Laurea University Of Applied Sciences: Boost+Inno Project

We created a Boost+Inno service hub for innovators to boost innovations. Our university faced a challenge: R&D work was not generating innovations. The university could produce an excellent level of research and development activities (R&D) but in innovation activities the results were low. Hence, the context of this project was academia and the industry sector was university research.

Continue reading