18 Touchpoint articles in this issue

Touchpoint overview

From the Editors

From the Editors

Service design has witnessed strong and steady growth in the last few years. It’s being applied in a broad range of settings and sectors, and it’s also making inroads in geographical regions where it was previously little-known. As it grows, it faces the challenge of meeting the even greater demand for it.

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Column Death to the Silver Platter: The role of consultants in building service design capabilities

Death to the Silver Platter: The role of consultants in building service design capabilities

I worked at an advertising agency for just over a year. (A year and a day to be exact.) Here’s how our typically engagement worked:

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Cross Discipline Applying Service Design in R&D-based Organisations

Applying Service Design in R&D-based Organisations

Product-Service Systems (PSS) enable research and development organisations to create new opportunities for their core technologies through servitisation and new resource integration.

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Feature Service Design in the Business Curriculum: Dispatches from the field

Service Design in the Business Curriculum: Dispatches from the field

Growing the service design industry requires more than simply educating the next generation of service designers. Business students can also benefit from learning how service design can be used to innovate and address complex market and organisational challenges. That’s why we decided to experiment with human-centred design in the business classroom.

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Feature Cultivating Healthcare Innovation through On-the-Job Design Education

Cultivating Healthcare Innovation through On-the-Job Design Education

In order to make real impact in healthcare through service design, the effort must be widespread. Equipping those who are not formally trained in the design discipline is no easy feat. In this article, we propose a model of on-the-job design education using four teaching strategies to illustrate the amplification of design practice within a complex healthcare environment.

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Feature Desirable Traits:  Educating for an Evolving Service Design Practice

Desirable Traits: Educating for an Evolving Service Design Practice

Design has become a collaborative and interdisciplinary practice as it aligns with an increasingly diverse range of private and public sector efforts.

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Educating for Breadth  and Depth

Educating for Breadth and Depth

Service design education has matured over the past 15 years, and a fairly consistent set of skills has been established as fundamental educational requirements for a student. The practice of service design requires an extremely broad range of skills and knowledge, and most often, students emerge from these programmes as service design generalists.

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Feature From Skills to Mindsets: Grappling with Complex Public Problems

From Skills to Mindsets: Grappling with Complex Public Problems

At Uscreates, we are currently seeing two trends within our client base. Firstly, the demand for design in public innovation contexts is expanding beyond the design of a specific service, into the transformation of the systems that sit around it. Secondly, public sector organisations are increasingly interested in building their own design capability internally around service design and systemic change.

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Feature Designing Education for Future Leaders

Designing Education for Future Leaders

As society faces increasingly complex challenges, education should seek to equip the next generation with the skills to address and overcome difficult situations.

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Feature Exploring Facilitation in Service Design

Exploring Facilitation in Service Design

I want to tell you about a journey that started in 2014 with a series of workshops. At that time, I began working with facilitators from the Institute of Cultural Affairs Taiwan to co-create an experiment to explore how the abilities of a facilitator can support a service design team to create maximum value in a project.

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Feature Pursuing a Liberal Arts Education by Design

Pursuing a Liberal Arts Education by Design

The foundational learning opportunities offered by liberal arts1 universities examine what it means to be human while forming reflective minds. Elon University in North Carolina is exploring service design and design thinking opportunities that enhance the campus culture through its Elon By Design initiative.

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Tools and Methods The Relationship Model Canvas: Designing relationships with intention

The Relationship Model Canvas: Designing relationships with intention

Relationships are core to the human experience – love and belonging are second only to physiological needs and safety in Maslow’s hierarchy.

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Tools and Methods Moving Towards Network-Conscious Service Design: Leveraging network visualisations

Moving Towards Network-Conscious Service Design: Leveraging network visualisations

While user-centric approaches to service innovation proved to be effective, innovators often omit that the focal user is not the only one influencing the decision for or against a new service. For example, when examining the introduction of social service robots in an elderly care setting, the final decision is influenced not only by the elderly (the focal actor), but also by family members, friends, GPs, nurses, and other professional service providers.

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Education and Research Three Overarching Perspectives  of Service Design: Understanding stakeholder, innovation and institution

Three Overarching Perspectives of Service Design: Understanding stakeholder, innovation and institution

The North American service design context is facing a surge in demand from a diverse set of companies. Companies’ efforts towards fulfilling that demand are facing very interesting challenges.

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Profiles Pete Fossick

Pete Fossick

For this issue of Touchpoint, Editor-in-Chief Jesse Grimes caught up with Pete Fossick (Service Design Program Director, GTS Design), to learn about the opportunities afforded to him as a service designer working within global giant IBM, and to hear his thoughts on where service design education should be heading.

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Inside SDN The Power of Ten

The Power of Ten

In November 2017, the global service design community will come together in Madrid for the annual SDN Global Conference.

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Inside SDN Happy Service Design Day 2017

Happy Service Design Day 2017

On June 1st the Service Design community came together to celebrate the second, official Service Design Day.

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Inside SDN SDN Brazil – Service Design Day Celebrations a Huge Success!

SDN Brazil – Service Design Day Celebrations a Huge Success!

The SDN Brazil Chapter organised three simultaneous events in recognition of Service Design Day on June 1st in three major cities: Brasília, São Paulo and Rio de Janeiro.

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