17 Touchpoint articles in this issue

Touchpoint overview

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.

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Column

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.

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Cross Discipline

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.

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Feature

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.

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Feature

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…

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Feature

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.

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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?

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Feature

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.”

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Feature

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...

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Feature

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.

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Feature

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.

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Education and Research

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.

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Tools and Methods

Beyond Roleplay

It’s no surprise that service designers have been drawing on the theatrical process for decades.

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Tools and Methods

Service Mapping

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.

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Tools and Methods

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.

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Tools and Methods

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.

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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.

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