22 Touchpoint articles in this issue

Touchpoint overview

From the Editors

In early 2016, along with an enthusiastic group of fellow SDN Netherlands Chapter members, I set about to help plan the ninth annual Service Design Global Conference.

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Column

On Resistance To Change

“Give me an example of a company that’s made a complete turnaround to embracing their customers.”

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Cross Discipline

The Power of Music

Faced with declining student enrolment, public vocational school BOS Schönbrunn in Landshut, Germany, decided to create a more competitive and student-centric service offering.

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Feature

Scaling Agile

The growth of an in-house digital function from maverick startup to multiple product teams is a perilous time for the customer experience. Service designers can come to the rescue with the tools to make agile work at scale.

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Feature

Shaping the Enterprise By Design

Too often, ambitious service design initiatives that require complex enterprises to change fall short of delivering on their intended outcomes.

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Feature

‘Go Big or Go Home’?

What’s behind the ongoing trend of mergers and acquisitions in the world of service design? And what does it mean for the way our discipline is being practiced?

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Feature

Business Impact through Employee Experience Design

In this article we argue that in order to gain competitive advantage, companies need to provide superior employee experience, and we show how service design can help them succeed.

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Feature

Service Design in the Japanese Context

Japan is a consumerist, technology-loving manufacturing powerhouse. But relative to the size of the market and rate of technology adoption, many major organisations, public as well as private, are remarkably behind in terms of seamless service delivery.

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Service Design Global Conference

Towards the New Normal

To start our coverage of the SDN's Global Conference 2016, Touchpoint asked Dutch-based design consultant Dennis Hambeukers to recap his conference learnings in both written and visual form.

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Service Design Global Conference

Design-led Change

Over the years we’ve witnessed businesses work all the angles to gain commercial advantages. They’ve increased their investment in marketing across print, digital and broadcast media.

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Service Design Global Conference

We Are Here

Humans have always made maps; to tell us where we are, to navigate the world around us, and to understand the bigger context.

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Service Design Global Conference

Design to Launch

Service design professionals need to do more than create compelling blueprints and journeys to build actual services: They need to embed themselves into the detailed mechanics of operating and scaling a service experience in a nimble, fail-fast fashion.

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Service Design Global Conference

Driven by Wu Xing, Service Design Transforms a Chinese Firm

Jin Duo was frustrated. The waste-management company she had been running for more than a decade was successful, but facing challenges to keep growing.

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Tools and Methods

Mapping Customer Experience

With the rise of user experience (UX) in the last years, traditional customer journey maps have been evolving into experience maps.

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Tools and Methods

Practicing in Place

In recent years, design teams working both in-house and at consultancies are increasingly applying the service design mindset and methods across a wide variety of projects.

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Tools and Methods

Blending Lean, Design, and Agile Thinking into One

The speed of digital change means that multidisciplinary teams must be both innovative and reactive. How can teams with different ways of working and skills communicate well in order to collaborate effectively?

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Education and Research

Service Design and Organisational Change

Organisational change is currently an intriguing topic in the field of service design. Effective change efforts help drive innovation and promote other positive cultural practices within organisations.

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Profiles

Muna Al Dhabbah Interview

At the 2016 Service Design Global Conference in Amsterdam, Muna Al Dhabbah (Director of Government Service Development, Prime Minister’s Office, UAE) was joined on stage by Simone Carrier (Head of Service Design at FutureGov) to share their experiences in applying service design to improve citizen-government interactions within the UAE.

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Inside SDN

World Industrial Design Conference 2016

From November 30th to December 4th 2016, the World Industrial Design Conference took place in Liangzhu, China.

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Inside SDN

Celebrating the Service Design Award Winners of 2016!

Each year during the much anticipated Award Ceremony at the Service Design Global Conference the Service Design Award winners are announced.

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Inside SDN

Making Service Design Work for Start-ups

SDN Finland made a nice small profit from the Helsinki SDN national conference, held in September 2015. Early last year, it was time to make the money support the chapter objectives: promote the use of service design and support local organisations in creating human-centred services.

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Inside SDN

From Far and Wide … Check Out What’s Happening in Canada

On December 1, 2016, over 300 design practitioners, enthusiasts, students, and researchers made the trek to Toronto to take part in what we hope to be the first of many national conversations about the state of service design in the ‘great north’.

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