16 Touchpoint articles in this issue
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.
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.
The Needle Stick: Re-Designing for Distraction
Methods to reduce fear, anxiety and pain in the pediatric patient experience.
Giving Disruptive Innovations a Chance
Have you ever found it difficult to turn innovative ideas into practice?
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.
Service Design and CX
A Comparison of Contexts, Cultures, and Customers
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.
Great Customer Experiences Don’t Happen by Accident
Developing a world-leading customer experience for Dubai Airports at the crossroad of the world.
Service Design and Transmedia Storytelling
Transmedia storytelling refers to the practices of crafting a world of interrelated story experiences spread across different media platforms.
Breaking the Blueprint
As designers, we have more stakeholders, fewer resources and more demanding publics to contend with.
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.
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.
Design Toolkits for Customer-centred Transformation
Helping organisations rethink their customer experience
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.
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?
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.