18 Touchpoint articles in this issue

Touchpoint overview

From the Editors

Excessively business-minded and overly practical approaches to service design may well prove harmful to the whole field.

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Column

Innovation: You’re Doing It Wrong

The pace of business, technology, and behaviour change is accelerating. Look around you and you’ll find that: Customers’ expectations are skyrocketing. People innately want variety and novelty.

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Cross Discipline

Participatory Foresight and Service Design

This article introduces participatory foresight and discusses its interrelation with co-design methods and service design

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Cross Discipline

From Isolated Islands to Bridges of Thinking

Service design has been introduced as an interesting cavalcade of insights and tools for creating service concepts, service environments and service processes. However, it seems that its full potential has not yet been harnessed. In this article, I discuss this dilemma from a cross-disciplinary angle.

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Feature

True Beauty

Understanding the relative nature of beauty in service systems turns us, in a search for true beauty, towards a consideration of everything.

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Feature

Aesthetic Redesign, Non-Customer Data and Service Visibility

This article presents the redesign process of a public library department through the use of service design methods. The change was highly successful, increasing both service visibility and customer satisfaction, due to a combination of data and the aesthetic creation of inviting complexity.

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Feature

Evoking Customer Response through Aesthetics in Service Design

The typical service encounter offers myriad opportunities to enhance the customer experience by carefully attending to the aesthetics of the service design.

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Feature

New Service Design Thinking in the Ubiquitous Media

This article is focused on new service design thinking in the ubiquitous media. It outlines fresh, new ideas as to how journalism can serve citizens.

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Feature

Discovering the Beautiful in ‘Service as Expression’

Beauty is not at the forefront of the service design practice because we have become used to thinking of services as statements as opposed to expressions. Consider this navigation element found in many services: a signboard.

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Feature

Service Design in Museums & Cultural Environments

Museums, exhibit spaces and public learning environments today play a completely new set of roles, very distinct from those of their not-so-distant past.

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Feature

Aesthetics, Provocation, and the Social Enterprise

This summer, Bridgeable worked with FoodShare to transform a social-enterprise catering service that operates under the umbrella of the larger FoodShare organisation.

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Feature

Transformative Service Design

At ‘The MoneyWorkshop’ — a creative workshop conducted at a Danish bank in 2011 — bank customers were invited to have artful and creative dialogues with themselves, cutting and pasting images of their present perceptions about money as well as strategies on their desired ‘money-behaviour’.

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Feature

The Aesthetic of the Everyday, by Design

The aesthetic of the everyday occurs when a person acknowledges something as beautiful while experiencing the emotional and psychological sensations that come with the appreciation of beauty in the world.

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Tools and Methods

A Hybrid Approach to Server City

In 2009, the Creation Center — a Berlin-based interdisciplinary platform for human-centred product and service development of Telekom Innovation Laboratories — began its design research journey about the do’s and don’ts of interacting with digital media.

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Tools and Methods

Equitable Communication in Chinese Hospitals

Hospitals have attracted attention across China as society develops, and the conflict between scarce medical resources and increasing medical demands is becoming more and more intense.

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Education and Research

A Guideline for Business Mash-ups

The globalisation of markets has accelerated over the past couple of years. Information and communication networks develop rapidly, entailing technological innovation and business innovation. Simply creating new products or services is just a starting point in the competition for the best customer offerings.

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Education and Research

Work-based Learning in Service Management

The growth of the service industry has placed higher education for business at a crossroads. This article deals with the starting points for the establishment of a new Bachelor of Business Administration Degree Programme at the Lahti University of Applied Sciences, in Southern Finland, to meet the challenge of the growing importance of service expertise.

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Profiles

Interview: Eric Spiekermann & Pia Betton

This interview poses questions drawn from this issue's theme to Erik Spiekermann and Pia Betton, who are colleagues at the Berlin office of Edenspiekermann. Interview by Jesse Grimes

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