26 Touchpoint articles in this issue

Touchpoint overview

Feature From the Editors

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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Feature How To Write The Perfect Pop Song!

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

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

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

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

Beyond Roleplay

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

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Feature Service Design As Business Change Agent

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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Feature From Boardroom To Boarding Gate

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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Feature Enthusiasm

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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Feature Listening And Learning

Listening And Learning

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

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

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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Feature The Limits Of Patient Centricity

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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Feature MyPolice

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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Feature Getgo Glasgow

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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Feature Creative Waves COTEN

Creative Waves COTEN

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

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Feature Digital Etiquette

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

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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Feature Service Design At A Crossroads

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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Feature No Interdisciplinarity Without Disciplines

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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Feature Digital Service Design

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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Feature Good Idea + Good Design = Good Service

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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Feature Driving Lessons In Service Design

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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Feature Making Service Sense

Making Service Sense

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

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Feature Why Chief Customer Officers Need To Care About Service Design

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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Feature Connecting The Dots

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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Feature Service Design Conference In Cambridge

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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