16 Touchpoint articles in this issue

Touchpoint overview

From the editors

The wide umbrella of Design encompasses many disciplines: From long-established practices such as industrial and graphic design, to the relative newcomers of information architecture (IA), user experience design (UX) and service design.

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Column

Customer Experience & Service Design: Let’s Be BFFs

For the better part of a decade, I’ve had ringside seats to the evolution of two interrelated disciplines: customer experience and service design.

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Cross Discipline

The Needle Stick: Re-Designing for Distraction

Methods to reduce fear, anxiety and pain in the pediatric patient experience.

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Cross Discipline

Giving Disruptive Innovations a Chance

Have you ever found it difficult to turn innovative ideas into practice?

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Feature

Bridging the Gap

The knowledge that collaboration and synergy fuel success is a cornerstone of service design. | Visit the Community Knowledge section of our site to read this specially-selected article for free.

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Feature

Service Design and CX

A Comparison of Contexts, Cultures, and Customers

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Feature

Why Customer Experience Isn’t Enough

Silicon Valley is the home of most of the world’s most influential tech companies. | Visit the Community Knowledge section of our site to read this specially-selected article for free.

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Feature

Great Customer Experiences Don’t Happen by Accident

Developing a world-leading customer experience for Dubai Airports at the crossroad of the world.

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Service Design Global Conference

Service Design and Transmedia Storytelling

Transmedia storytelling refers to the practices of crafting a world of interrelated story experiences spread across different media platforms.

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Service Design Global Conference

Breaking the Blueprint

As designers, we have more stakeholders, fewer resources and more demanding publics to contend with.

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Service Design Global Conference

Transition-oriented Service Design

The School of Design at Carnegie Mellon University has restructured its design education from undergraduate to doctoral degree programs within a strongly values-based framework.

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Tools and Methods

Customer Journey Measures

We present customer journey measures as an approach where customer experience (CX) metrics are made available and relevant for practitioners of service design.

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Tools and Methods

Design Toolkits for Customer-centred Transformation

Helping organisations rethink their customer experience

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Education and Research

Assessing the Perception of Service Design

Academic researchers agree on the difficulty of developing metrics and evidence-based frameworks for assessing the impact of service developments.

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Education and Research

Giving Brands the Human Touch – and Gaining Customer Commitment

How can brands and service providers establish long-lasting relationships with consumers in a time of waning customer loyalty?

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Profiles

Interview with Richard Ekelman

In this issue’s profile, Touchpoint Project Manager Cristine Lanzoni and publisher Prof. Birgit Mager speak with Richard Ekelman, Service Designer at Chicago-based bswift, and cofounder of the annual Service Experience Chicago conference. | Visit the Community Knowledge section of our site to read this specially-selected article for free.

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