19 Touchpoint articles in this issue

Touchpoint overview

From the Editors

Each year, we always know when autumn is drawing near: days grow shorter, the warmth of summer becomes a fading memory and the service design community congregates for the global SDN conference.

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Column

Three Ways to Create a Customer-Centric Culture

How important is corporate culture in delivering a great service? Over Forrester’s past fourteen years of research on customer experience, my colleagues and I have asked hundreds of executives at some of the world’s top companies about their organisational barriers and how best to overcome them.

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Feature

Design, Designers and International Development

After Nabeel Hamdi’s very inspiring speech, our chief editor asked him right away if we could publish his talk in Touchpoint, so the readers can enjoy the spontaneity of his speech;

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Feature

Sandwiches, Champions and Sliced Elephants: Corporate Cultural Change by Design

In most global companies there are competing interests that can be reduced to tensions between centralised strategy and local implementation. Finding a balance between a unified global presence and regional and local adaptation is one such challenge.

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Feature

Service Disciplines: Who does What, When, Where and How?

Practitioners and researchers are very much aware of the fact that we all live in a service economy. And, in particular, a service economy that must be endlessly innovative.

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Feature

Complete Small, Affordable and Successful Service Design Projects

Small to medium-sized (SMEs) manufacturing companies with limited budgets need service design. Service designers can offer them valuable and cost-effective projects that still turn a profit.

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Feature

Small Change: Nurturing a Shift in the Culture of Care

The belief ‘My home is my castle’ runs through our culture: it is about status, ownership, privacy and, ultimately, about who we are. And yet it seems that as we grow old and develop a need of care, we can no longer sustain the way we choose to live.

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Feature

Perspectives on Service Design and Change Management

The SDN’s Paris conference offered participants the opportunity to hear several different viewpoints on the intersection between services design and change management.

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Feature

Department of Human Services Service Design Journey

Internationally there is a quest for governments to design policies and services that are more efficient, effective and better meet the needs of citizens.

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Feature

From Field Stories to Strategic Design

As designers and innovators of services, we try to step into the shoes of those who will be using and delivering the services we create.

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Feature

Living Service Worlds

In this article I described how two important trends (living services and the intention economy) will impact service designers and described a scenario where mobile and sensor data combined with intention could completely transform our day-to-day experiences.

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Feature

Facilitator-aided Innovation

Today’s ever-changing social, cultural and technological environments have led a growing number of companies to promote flat-organisations to facilitate their multidisciplinary innovation initiatives.

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Feature

Connections and Cloakrooms at the SDNC 2012

The 2012 Service Design Network Global Conference in Paris brought together over two hundred people who all wake up in the morning with the same itch: how can we improve the world around us, interaction by interaction?

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Service Design Global Conference

From Shareholder Value to Shared Values

Growth is no value. When I started teaching in 1995 as the first-ever professor of service design, there was neither concept, framework nor curriculum for teaching and no market for service design.

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Education and Research

Designing Transformative Services

Nancy Birkhölzer and Melanie Wendland delivered a keynote at the National Service Design Conference organized by the German chapter of the International Service Design Network.

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Service Design Global Conference

Balancing Value with Alignment Diagrams

“A company’s primary responsibility is to serve its customers. Profit is not the primary goal, but rather an essential condition for the company’s continued existence. There is only one valid definition of business purpose: to create a customer.”

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Service Design Global Conference

A Time Machine for Service Designers

Service design claims to build a better future through exceptional services that improve people’s lives. Ironically though, most of the currently employed user research methods deliver only insights valid for the past – or the present, at best.

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Service Design Global Conference

Conference in Germany

The Service Design Network Germany conference (SDNC12.de) is the premier service design event in Germany and one of the largest in Europe, where the service design community comes together for face-to-face interaction and the sharing of ideas.

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Service Design Global Conference

Designing for Love

Digital services, such as Google Maps and Foursquare, are a fast-growing part of our daily lives. These services can be beneficial and much loved, like Amazon Prime, but poorly designed services can create bad feeling, causing customers to terminate brand relationships.

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