26 Touchpoint articles in this issue

Touchpoint overview

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From the Editors

Doing the same thing twice doesn’t make it a tradition – but we are hopeful it just might enable one.

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How To Write The Perfect Pop Song!

Writing pop songs and Service Design have more in common than you would think.

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Tools and Methods

Using Contextmapping For Breakthrough Insights

Prior to starting a Service Design business, I had two very large frustrations when it came to the ability of companies to create really groundbreaking ideas.

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Tools and Methods

Your Service Is Your Brand In Action

The other day I received the monthly invoice from my telephone company. There was a couple of things I didn’t understand, so I tried to call the company.

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Tools and Methods

Designing A B2B Service Business From Scratch

Engine Service Design was commissioned to support the development of Philips Retail Solutions (PRS): a new venture within Philips. Philips has three divisions, with the biggest being B2B.

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Tools and Methods

Beyond Roleplay

Theatrical rehearsal is used as a model for the development and refinement of services.

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Service Design As Business Change Agent

Today, product manufacturers are providing more value to their customers by increasingly integrating services in their offerings.

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From Boardroom To Boarding Gate

ANA manage and operate eight major airports across Portugal, with over 65,000 passengers travelling through them every day.

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Enthusiasm

»We want to enthuse our customer« is a phrase a Service Designer hears quite often. Most companies who strive for this do not know that they are treading on hallowed ground.

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Listening And Learning

How and Where to Start? – How do you wow the customer in today’s ever-changing world?

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What Will You See Today, What Will You Do Tomorrow?

The web offers new opportunities to involve users in Service Design. In our work, we explore the use of social media to enable users to make design contributions anywhere at anytime.

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The Limits Of Patient Centricity

The trend towards consumerisation of healthcare has focused on empowering patients through access to information. This makes intuitive sense, mirroring a general trend away from experts as arbiters of knowledge.

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MyPolice

»Sarah Drummond inspired a group of talented strangers to rally around her seemingly crazy idea of making a prototype and presenting it to a panel of investors a Social Innovation Camp.

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Getgo Glasgow

Wyndford is a community in the North West of Glasgow and is ranked the 18th most deprived area in Scotland. Until last September, they had never met designers before.

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Creative Waves COTEN

The project was a purely online, collaborative project concerned with rethinking higher education.

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Digital Etiquette

Many years ago, life was simple. Everyone had only one name, one phone number, one address and one set of keys.

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Tools and Methods

Service Design Tools For Social Innovation

A hands-on workshop about co-research methods and tools adapted to a young target group

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Service Design At A Crossroads

A management consultant, a designer and a cultural anthropologist go into a bar for a drink.

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No Interdisciplinarity Without Disciplines

Sometimes Service Designers encounter projects where the client organisation is new to Service Design, maybe even to the extent that the client does not recognise that they need Service Design.

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Digital Service Design

The cloud might be a little frightening: it’s invisible, all-consuming and, scariest of all, it’s telling you that your business needs to change.

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Good Idea + Good Design = Good Service

Earlier this year, members of the Service Design Thematic Commission began an open discussion about the evaluation of Service-Design projects(...)

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Driving Lessons In Service Design

In financially uncertain times such as these, navigating a clear road to service delivery is increasingly challenging.

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Making Service Sense

The design challenge encouraged participants to reflect on their own Service Design journey.

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Why Chief Customer Officers Need To Care About Service Design

As an analyst on the Customer Experience team at Forrester Research, I work with executives who are responsible for transforming their companies into customer-centric organisations.

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Connecting The Dots

A few weeks before the conference, Minka, who runs the Service Design Network office, came into our workplace with a smile.

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Service Design Conference In Cambridge

The splendid view from the Microsoft New England Research and Development Building framed the Service Design Conference opening reception on October 27th in Cambridge, Massachusetts.

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