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.

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.

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.

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.

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.

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.

Our client wanted to improve their debt collection experience, making it easier for consumers to pay their debts, helping them in the refinancing process, and improving customer loyalty towards the State Bank. On the other hand, our team realized that our client had the opportunity to become the public entity to tackle the social issue of defaulting on debt, creating a unique proposal in the industry.

Innovationsguiden is an ongoing project that aims to support and reinvigorate the Swedish public sector in collaboration with citizens through service design. This is done by providing various forms of support to municipalities, county councils and regions to work with user-driven innovation in their development work. Our client is a national members and employers’ organisation for local government in Sweden. Our brief was to provide support to public organisations who wanted to strengthen their employees' innovation skills and create new and better public services based on user needs.

“Kraftens Hus” is a social innovation project based in Sweden designed by, for and with cancer-affected. A collective user-driven design work led by a service designer has resulted in the establishment of a sustainable NGO, an open meeting place and a new way of working for the involved parts.

Ineffective handover is wasting a significant portion of doctors’ and hospital management staff time in a humanitarian non-governmental organization which delivers medical care worldwide. In the fast-paced environment, with human lives at stake, effective handover is essential.

In 2017, a major airline made some big changes to its brand. They rolled out shiny new planes. They outfitted their people in stylish new uniforms and revamped their cabins. Their in-flight game was tight, but when customers walked through the door of the airport, their experience wasn’t quite up to the same level.

Another sold out event for the SDN UK Chapter, focusing on designing better cities. If you missed the session you can still access the video...you lucky people.

Touchpoint Vol.10 No.1 is out! With this issue of Touchpoint, we celebrate a milestone tenth year of publication! And rather than choosing a simple theme, we decided to tackle one of the trickiest problems of service design: How does service design continue delivering value through to implementation? In other words, what happens after that second diamond?

Join us this year, to explore 'Designing to Deliver' at the Service Design Global Conference October 11-12, 2018 in Dublin, Ireland. A wide range of conferences passes tailored to your individual needs – for Professionals, Students, Corporates, Public Sector Organisations, SDN Members and those who want to become such – are available.

The newly published Touchpoint Vol.10 No.1 represents a significant milestone! With this issue, Touchpoint enters its tenth year of publication, having first been published in early 2009.

Within a month from the SDN Poland Chapter kick-off meeting and with the second meeting organized in Warsaw, the co-creation process of the SDN Poland Chapter was moved to next stage. We brainstormed, elaborated and selected the best ideas on the value proposition of the SDN Poland Chapter and on the team alignment. It gave us a lot of food for thought for the summer break and a solid base to proceed with expanding our chapter’s activity in the autumn.