18 Touchpoint articles in this issue
From the Editors
One issue of Touchpoint each year is dedicated to the annual Service Design Global Conference, and this time we’re proud to take a look back on the successful days we spent together in Cardiff in late 2013.
Service Design Will Help You Survive - and Thrive
The field of customer experience made headlines when Bloomberg Businessweek published its recent article, “Proof That It Pays to Be America’s Most-Hated Companies”.
Service Design for Networked Business Models
In societies saturated by hyper-consumption, the joy of acquisition — of holding a new object in your hands and knowing with satisfaction that it’s yours — is familiar.
The Service Design Imperative
Is service design another specialisation within the design discipline, or is it somehow reshaping design itself, transforming both what we mean by design and the role and responsibilities of designers?
The New Seriousness of Design
It’s a wonderful time for design. Its appreciation by and relevance to consumers, organisations and society has been transformed over the last few years.
The Three Ideas Driving Organisational Change
How changes in organisations mean changes for service design. Service design captures imaginations beyond the design sector because it packages a set of ideas that are well suited for change-oriented organisations.
Shop, Eat, Live: From supermarkets to super service markets
‘We are what we eat’ is an old saying. Our current food consumption has become adapted to fit our busy lives and is promoted by a food industry that tries to maximise profit.
Real Time Service Design
In a world of crowd-funding websites like Kickstarter, pop-up shops and startups that live permanently in beta, how might service designers develop their own live prototypes?
From Dashboard to Cockpits
Computers and technology have become ubiquitous and are not exclusive to industry anymore. Everyday, we use digital products to manage our daily lives: from social media to the Internet of Things.
Small Steps, Big Impact
In early 2013, two new innovative services for train travellers were introduced in The Netherlands and tested in a live setting for 4 months.
Go Deep or Go Home
Service design has matured over the past few years, to the point where it has reached the top table of organisations.
The Underestimated Business Impact of Service Design
As service design becomes more mainstream, it faces questions about its promise and impact.
Is the Future Omni Channel?
First, there were the bricks and mortar, then came online and, for a number of years, we’ve been surrounded by mobile service offerings. Currently, most successful businesses serve their customers across all of these channels.
The Manifestation of Change
Mental health issues are the most common cause of long-term sick leave in Sweden today, a fact that costs Swedish organisations more than 1,7 billion euros every year.
Service Design Through RIP + MIX
Exploring a new ideation method appropriate for both designers and non-designers.
Exploring the Intersection of Design, Agile and Lean
MoDAL is an ongoing enquiry at the meeting point of service design thinking, Agile and Lean. It aims to promote discussion across the disciplines and share new ideas and approaches.
Transformation through Service Design
Looking back on the 6th Service Design Global Conference in Cardiff, we hope that the inspiration and aspiration on display continues to resonate as much with you as it has with us.
Érico Fileno Interview
In this issue’s profile, Touchpoint editor Jesse Grimes speaks with Érico Fileno, a service design pioneer in Brazil, and learns about his work at Curitiba-based agency Welab, and his efforts to educate the next generation of design thinkers in his home country.