16 Touchpoint articles in this issue

Touchpoint overview

From the editors

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

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

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

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

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

Service Design and CX

A Comparison of Contexts, Cultures, and Customers

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Feature Why Customer Experience Isn’t Enough

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

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

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

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

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

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

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

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

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

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.

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