23 Touchpoint articles in this issue

Touchpoint overview

From the Editors

Many years ago, I worked for Hewlett Packard in Human Resources Development and I was in charge of organisational development for three business units.

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Column

Organisational Change Requires Deep Understanding of Service Ecologies

I recently read a story about the butterflies in Zion National Park: apparently, there aren’t as many of them as there used to be and, after decades of research, scientists have finally figured out why.

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Cross Discipline

Love at First Touch

Creating service innovations is like going on a journey full of challenges and rewards.

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Cross Discipline

Synthesizing Service Design and Service Science for Service Innovation

The growing importance of services in the global economy and the need to foster firms’ competitiveness has brought service innovation to the forefront of research and practice priorities.

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Feature

From Products to Services

Government support for innovation has traditionally focussed on technology and manufacturing.

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Feature

Leading by Example

When embedding service design knowledge in a third-sector organisation, we were faced with a challenge to prove the value of the approach in a time of unforeseen financial difficulties.

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The Change Agent’s Secret…

As service designers and catalysts of change in organisations, we have all observed how perceived barriers impede progress, even where progress is possible.

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Feature

Designing for Doctor-Patient Interactions During Leave-taking

The following academic research project captures the work of a five-member team for a capstone class at the Weatherhead School of Management.

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Feature

Overcoming the ‘Monkeysphere’ Challenge

In early 2009, the Dutch government laid out new requirements for its federal agencies, aiming to put in place cost-savings and efficiency measures.

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Feature

Designing the Service of Service Design

Business transformation is certainly not easy, but service designers are implicitly prepared to be successful.

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Feature

The Coalition of the Willing

Organisations have systems and structures in place to make them efficient, but these very structures also make them inert.

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Feature

Innovating in Health Care: an Environment Adverse to Change

Decades of practicing medicine have created a system that teaches physicians and members of the care team best practices to replicate standardised behaviours, the very antithesis of change.

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Feature

Service Transformation

Creating a customer experience that is seamless across multiple channels is a challenge that service design aims to take on.

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Feature

The Expanding Scope of Service Design: Effecting Strategic and Organisational Impact

All service design problems intersect, at least to some degree, with issues of organisational design and change.

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Education and Research

Service Prototyping in Action!

Service prototyping has been a valuable method in service development for Nokia, UNICEF, Lappset group and many other companies. SINCO, (Service Innovation Corner) is a prototyping lab for service and interaction design at the University of Lapland.

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Tools and Methods

10 Lessons from the Propagation of Design Practice in Organisations

Our work at Engine over the last ten years has taught us that great services need great organisations. So it often happens that, by designing a service, we address an organisational challenge.

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Tools and Methods

Creating a Framework for Organisations New to Service Design

Working for organisations that have no prior experience in using design-led approaches to develop their services can present a challenge for service design practitioners.

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Tools and Methods

Writing on the Wall

Tasked with building a new sailing programme by merging two organisations, the newly appointed director of the Chicago Park District’s Judd Goldman Sailing Program sought assistance attracting participants and increasing retention.

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Tools and Methods

Strategy by Design

Strategic planning is no longer what it used to be. While some organisations persist in following traditional planning methods, quite a few are experimenting with highly collaborative, interactive and holistic ways for strategy design and deployment.

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Profiles

Interview: Jamin Hegeman

“I Attempt to Get to the Essence of the Design Solution in the Same Way that I Aim to Find the Essence for Each Poem.”

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Profiles

Interview: Alex Nisbett

“Sometimes It’s More Important to Let go of Control and Generate a Shared Understanding…”

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Service Design Global Conference

The Service Design Global Conference: San Francisco, 20 – 21 October 2011

The Service Design Network moves from strength to strength: starting in 2008 in Amsterdam and with two conferences last year, the first national conference in June in Paris, this will be the fourth Service Design Network global conference and, for the first time, it will be held in the United States.

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Service Design Global Conference

Boosting the French Service Design Community

On the 24th and 25th of June, the first Service Design Network national conference took place in Paris, France.

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