Join us at SDGC25 in Dallas and online, this October 15–17. In-person and virtual tickets are available - your invitation to connect, share ideas, and explore service design's impact on business.
You asked, and we listened! We are pleased to announce that the deadline for submissions to the Service Design Award 2025 has been extended to August 15, 2025!
We are excited to share the entire recording, transcript and links to all mentioned resources of this event with co-founder of The Service Design Book Club and Service Design professional Arun Joseph Martin.
The Service Design Award 2025 is proud to introduce this year’s outstanding international jury. These industry leaders, innovators, and changemakers are ready to review the world’s best service design work. Meet the experts who will help spotlight the projects making real impact globally.
In this interview, Touchpoint Editor-in-Chief Jesse Grimes learns about how Nastasia Klen has focussed a broad range of efforts towards better-establishing service design in Ukraine.
What Museums Can Learn from the Swiss Events Industry As museums adapt to a digital age, optimising visitor touchpoints enhances accessibility, engagement and loyalty. Drawing on Swiss events industry practices, this article highlights strategies such as digital on-boarding, interactive in-visit tools and post-visit feedback, advocating for a holistic, lifecycle-oriented approach to inclusive museum experience design.
Inclusive design in complex systems is not a question of features, but of power, priorities and perspective. Using the Swiss public transport system as a case, this article explores how exclusion emerges by design and why real inclusion depends on co-design, persistence and the ability to challenge assumptions from within.
Preserving dignity through equitable design “We have to do something with AI.” This refrain echoes in boardrooms worldwide, yet when implementing workplace initiatives powered by AI, organisations tend to focus on traditional drivers of decision-making such as efficiency and customer satisfaction. But is this enough, or should we aim for something fundamentally different?
Join us for the Service Design Global Conference 2025 (SDGC25) in Dallas or online on October 15-17!
You want to build a solid foundation for your service design practice? You want to gather theoretical foundations, methodological skills and practical experience? Then this Service Design Practitioner Curriculum is the program for you!
Strengthen your core skills, expand your capabilities, and earn professional accreditation from the Service Design Network Academy.
You want to build a solid foundation for your service design practice? You want to gather theoretical foundations, methodological skills and practical experience? Then this Service Design Practitioner Curriculum is the program for you!
In 2024, service design is evolving rapidly but remains underrecognized. Confusion over roles and terminology leads to misunderstandings and underutilization. To address this, SDN fosters a global community to raise awareness and drive the growth of service design practices.
Service Designer: Gabriele Michele Frattini, Yihui Wang, Shao-ching Lu, Richard Mireku, Felipe Rocha Melhado, Katie Sadler, Seth Campbell, Sudeshna Mahata, Palak Gupta, Alejandra Villacis Miranda, Judee Bendiola, Bhownit Singh, Silvia Rossetti
Service Provider: Service Design Network
Industry: Professional Services/Other
Naturally Occurring Retirement Communities (NORCs) integrate health, social, and physical supports within apartment buildings, community housing and condominiums with a high density of older adults. However, it faces a lack of an established service model, tools, roles and norms for service provision.
Service Designer: Chris Ferguson (Project Supervisor and Strategist) Samiha Essakhi (Service Designer) Mia Mo (Service Designer) Robyn Carino (Service Designer) NIC Operations, Evaluation Team and Frontline Staff
Service Provider: NORC Innovation Centre (NIC) at the University Health Network (UHN).
Industry: Healthcare
Four geographically separate medical clinics with different functions and staff were being consolidated into one location, creating challenges in change management and user unfamiliarity with the interior design process. They needed support to bridge between disciplines in this complex redesign procress.
Service Designer: Sydney Johnson / Kristofer Kelly-Frere / Pamela Downey
Service Provider: Calgary Foothills Primary Care Network
Industry: Healthcare
Thoughtworks is a leading technology consultancy, operating in 19 countries with 10,000 employees. Following a period of rapid growth during which our workforce nearly doubled, the pandemic reshaped how employees connected with each other and the business. Our IPO in 2021 marked another significant turning point, redefining business expectations and transforming how we operate.
Service Designer: Sara Michelazzo, Thoughtworks
Service Provider: Thoughtworks
Industry: Information Technologie
In-house service designers operate as integral parts of their respective organisations, carrying a deep understanding of their cultures, processes and long-term goals, and enabling them to craft appropriate solutions.
This article aims to explore the underutilised potential of systemic service design methods in providing the necessary overview and facilitating green transitions in sustainable supply chains by being a facilitator of the interdisciplinary process. We will introduce a ‘Mess/Gigamap’ template with an influence from Geels´ (2005)1 ‘Multi-Level Perspective’ model. In addition, we will show how ‘Mess/Gigamaps’ are tools that can aid conversations between stakeholders to visually understand the complexities that they are facing. The aim of this template is to enable the creation of systemic maps as boundary objects to facilitate discussions between multiple stakeholders.
Service Design Award 2024 - Student Finalist
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