A couple of weeks ago we celebrated our first anniversary and we invited the Belgian service design community to our first birthday party.

Nanyang Polytechnic, School of Design, Service Experience Design Masterclass in collaboration with Royal College of Art from 12-15 November 2018.

The perfect Christmas gift for you and your team! Prepared with love and including all SDN publications to enrich your personal and/or corporate library and welcome a successful 2019!

On 15 November 2018, the Singapore Chapter went live with more than 100 guests at the launch event.

The National Chapter Board and SDN Global are excited to announce the 5 winners of the SDN Chapter Award. The winner announcement and Award Ceremony took place during the SDGC18 Members Event on October 10, 2018. The awards showcase the amazing impact of the SDN Chapters for our international community and raise awareness about their activities.

On June 1st, INDEED in Hamburg celebrated Service Design Day in cooperation with Service Design Network and support from the SDN German Chapter!

Congratulations to the 2018 Winners and Finalists! The much anticipated, third Service Design Award ceremony was a huge success, taking place from October 11-12 in magnificent Dublin. The ceremony and Service Design Award finalist exhibition were key highlights of the 2018 Service Design Global Conference.

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

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!

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

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.

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?

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.

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.

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.