18 Touchpoint articles in this issue

Touchpoint overview

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.

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Column

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”.

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Cross Discipline

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.

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Feature

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?

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Feature

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.

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Feature

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.

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Feature

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.

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Feature

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?

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Feature

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.

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Feature

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.

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Feature

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.

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Feature

The Underestimated Business Impact of Service Design

As service design becomes more mainstream, it faces questions about its promise and impact.

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Feature

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.

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Feature

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.

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Tools and Methods

Service Design Through RIP + MIX

Exploring a new ideation method appropriate for both designers and non-designers.

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Tools and Methods

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.

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Tools and Methods

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.

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Profiles

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.

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