17 Touchpoint articles in this issue
From the editors
When Jamin and Alex came up with the title ”From Sketchbook to Spreadsheet“ for the SDN conference, in a catchy phrase, they had captured the essence of the service design challenge for this decade.
Why Service Design? Why Now?
Customer-centricity: Your Best Bet for a Sustainable Competitive Advantage. For decades, companies have been promising to delight customers, while simultaneously disappointing them in nearly every channel.
The Missing Link
Every day, the media feature stories of customers experiencing how organisations – both private and public – fail to live up to their service promises.
Service Design Creates Breakthrough Cultural Change in the Brazilian Financial Industry
Service design can be a great tool to infuse a culture of innovation in big companies, even in traditional sectors of the economy.
Learning the Language of Finance Gives Your Ideas the Best Chance of Success
Being a service designer, you know the feeling: that rush of adrenaline when you have finalised an idea or concept that you really believe in…
Designing Human Rights
All service transactions have the potential to support or inhibit human rights. In fact, the sum total of the services a citizen receives is an accurate measure of a society’s real-world embrace of rights.
Redesigning Hospital Food Services for Vulnerable Older Patients
What benefit can design research bring to help address complex and sometimes chronic healthcare challenges such as hospital-based malnutrition?
Left Brain /Right Brain
“I’m not interested in being famous. I’m not interested in having a lot of money. I just want to be able to take care of myself and my family, and that’s what success would be for me.”
Austin Center for Design Looks at Homelessness
As part of the inaugural class at the Austin Center for Design, a new educational institution that produces design graduates...
Changing How We Care
Tooth decay in children is a big problem. For children from low-income communities, tooth decay is an even bigger problem, as they carry a significantly larger disease load but have less access to care compared to more affluent communities.
What David Taught Goliath
To help companies build predictable, high quality relationships with their customers, we have developed a process we call brand driven service innovation’ that we have applied to Virgin Mobile, a mobile phone operator in Australia.
Creating Competences in Service Innovation and Design
The demand for service innovation and design (SID) competences has rocketed among companies and other organisations across all industries.
It’s no surprise that service designers have been drawing on the theatrical process for decades.
Organisations that do not fully examine the delivery of their services get stuck in their organisational maturity, destined to repeat their successes and failures over and over again.
Designing Mass-customised Services
Like any aspect of business, service design is meant to facilitate the value creation of users (or customers) and for users as individuals and a community.
English-language Education that Makes Everyone Happy
Late last year, South Korea-based SK Telecom jointly developed a computer-based Smart Learning System with Chung-Dam language school in Seoul.
Interview: Julia Schaeper
Touchpoint spoke to Julia Schaeper about the challenges she faces as an inhouse Service Designer at Britain’s The National Health Service Institute of Innovation and Improvement.