As my career has progressed, I’ve discovered something I call the “parental explainability” challenge.

Forrester defines ‘gamification’ as the insertion of game dynamics and mechanics into non-game activities in order to drive a desired behaviour.

Julie Peggar has been studying sociology since 1986, and has worked as an anthropologist and ethnographer for both service design and product design.

Experience suggests that our intentions and actions are not always aligned. This is certainly true when it comes to eating: where food is concerned, making real, lasting change is challenging, even when the desire is there!

While it is tempting to think that service design is fairly new, the activities within grand luxury hotels during the second industrial revolution (1870 – 1930) reveal a narrative of service design that predates the formal discipline.

Improvisation belongs not only in the realm of music, dance or theatre. In times of uncertainty and ambiguity, being able to agilely anticipate change is critical.

For the majority of people, sleep is a significant source of pleasure, relaxation and even experience.

The Global Sustainability Jam (October 2011) was a sister event to March 2011’s Global Service Jam.

Birgit Mager and Heather Daam discuss the role that play and games have in service design, especially for children within a social service design context.

This is a David & Goliath story about an upstart airline that went head to head with an industry giant and, in so doing, transformed the air-travel experience.

For years, many tourists have required a new type of travel experience, one in which they are more physically and emotionally involved in the destination, rather than just being entertained.

Tourism is a service-dominated industry in which success has always been dependent on the ultimate customer experience. Who created these experiences during the last few decades?

The interaction design elements of simulated games can be utilised to develop engaging and innovative services.

In 2010, tourismusdesign was contracted to support the Bioparadies SalzburgerLand in improving their organic services.

The role of art museums is changing. Visitors expect more active participation, a more customised offer for their needs and interests and a more social and technology-rich experience.

Experience maps have become more prominent over the past few years, largely because companies are recognising the interconnectedness of the cross-channel experience.

Touchpoint spoke to Mikko Koivisto about the role of service design in the World Design Capital Helsinki 2012 and his position in the WDC board.