17 Touchpoint articles in this issue
From the Editors
As my career has progressed, I’ve discovered something I call the “parental explainability” challenge.
Game On Using Game Mechanics To Enhance Services
Forrester defines ‘gamification’ as the insertion of game dynamics and mechanics into non-game activities in order to drive a desired behaviour.
“Keep a beginner’s mind. You must forget everything you think you know and really be able to be in the moment.”
Julie Peggar has been studying sociology since 1986, and has worked as an anthropologist and ethnographer for both service design and product design.
Design Principles For Eating Sustainably
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!
Hospitality Service As Science And Art
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.
Designing Experiential Services With An Improvisational Stance
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.
Sleep Centric Service Design
For the majority of people, sleep is a significant source of pleasure, relaxation and even experience.
Playgrounds For Design
The Global Sustainability Jam (October 2011) was a sister event to March 2011’s Global Service Jam.
Learning Through Play
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.
Reinventing Flight. Porter Airlines: A Case Study
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.
Helsinki Central Library As A Gateway To The City
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 And Service Design Thinking
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?
Service Design For The Fitness Experience
The interaction design elements of simulated games can be utilised to develop engaging and innovative services.
Creating The Organic Experience
In 2010, tourismusdesign was contracted to support the Bioparadies SalzburgerLand in improving their organic services.
Reimagining The Museum Experience
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.
Anatomy Of An Experience Map
Experience maps have become more prominent over the past few years, largely because companies are recognising the interconnectedness of the cross-channel experience.
Interview: Mikko Koivisto
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.