19 Touchpoint articles in this issue

Touchpoint overview

From the editors

Picture a room. A collection of talented people. Colleagues, strangers, a cross–functional team. There’s a facilitator, but their process is a co–creative one.

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Column

Character And Storyline Development For Service Design

Any great performance – whether theater, opera, musical, or film – relies on two key elements: strong character development and a compelling storyline.

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Cross Discipline

Event Management Meets Service Design

Delivering customised service offerings becomes particularly exciting when service design is applied to existing routines of planning and developing services within companies.

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Feature

A Performing Arts Perspective On Service Design

The performing arts offer many concepts and techniques that can be applied to service design. In this paper, we summarise strategic insights from decades of prior research in applying the performing arts to services.

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Feature

Boom! Wow. Wow! WOW! BOOOOM!!!

Since ancient Greece, dramatists have known that to achieve a satisfying experience, the structure of a play is just as important as the content.

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Feature

The Lost Pleasure Of Randomness And Surprise

This article will provide some food for thought for designing ‘pleasurable’ surprises in products, services and other systems in order to create or reinforce human relationships and to consequently generate stronger human-centred and potentially ‘surprisingly’ successful businesses.

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Feature

Prepare to Improvise

As service designers, we know that front-line staff are key to any brand experience. They are the ones who interact with customers, respond to customer needs and ultimately deliver the service.

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Feature

The Creak Of The Back Gate

The delivery of a service is frequently compared to the delivery of a theatrical performance or play, and the similarities are easy to see. Both live (or die) on the strength of a connection created between performer (service provider) and audience (service users).

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Feature

Directing Design

If we are to undertake a human-centric approach to service design, then understanding human behaviour is a key component to designing the services people use.

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Feature

Call Me A Cab! But First …

Robert DeNiro rode with a cab driver for months in preparation for his role in the movie Taxi Driver. This approach to acting is call ‘method acting’.

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Feature

Providing Patients with a Big Stage

This article will focus on the challenges and rewards of using a theatrical play to communicate research findings: the risks to be managed, the logistics to be coordinated and the impact that can be made on stakeholders.

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Feature

Beyond the Service Journey

What is improvisation? And how can it enhance the service design process?

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Feature

Shaping Vision Through ­Col­laboration

The Heineken-sponsored global design project, which went under the title of ‘Open Design Explorations Edition 1: The Club’, invited 19 emerging designers from around the world to co-create the club of tomorrow.

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Feature

Shaping Service Experiences Through Character Roles

Imagine yourself going off on holiday and all the different things you’ll need to accomplish before enjoying that well deserved time off. Imagine all the places you’ll go and people you’ll meet during the trip.

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Feature

Theatrical Improvisation For Participatory Design

RePlay is a framework developed by the author to observe a concept she has described as Creativity in Action.

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Tools and Methods

How Stanislavsky Changed Medicare

In this article we introduce tablework, a tool originally developed by theatre director Konstantin Stanislavsky. Tablework is a useful tool for identifying new opportunities for service design innovation.

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Tools and Methods

Photoboarding

In conceptualising services, the design team has to consider a complex set of related factors, including user experience, situation, infrastructure and person-to-person interactions.

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Tools and Methods

Bringing Ideas To Life

Successful services are rarely the result of a spark of genius. Before a service reaches its final state, it undergoes various iteration cycles.

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Profiles

Markus Hormeß and Adam Lawrence Interview

I met Adam Lawrence and Markus Hormeß of WorkPlayExperience to discuss the connection of service design and theater and to find out more about their unique approach.

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