23 Touchpoint articles in this issue

Touchpoint overview

From the Editors

From the Editors

I’ve been lucky enough to have attended quite a few service design conferences over the years, and heard peers in the community stand on stage and share their advice, techniques, questions and insights.

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Column From Journey Maps to Journey Measurement

From Journey Maps to Journey Measurement

Journeys are central to the discipline of service design. In fact, my definition of service design is: the envisioning of people’s journeys and the organisations required to support them.

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Column From Journey Maps  to Journey Measurement

From Journey Maps to Journey Measurement

Journeys are central to the discipline of service design. In fact, my definition of service design is: the envisioning of people’s journeys and the organisations required to support them. But in the years since early service designers pioneered this field, journeys have been adopted by other disciplines, as well — most notably, by the field of customer experience.

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Cross Discipline Legal Design: Collaborating with Lawyers to Improve Access to Justice

Legal Design: Collaborating with Lawyers to Improve Access to Justice

“The law is meant to create order in society and exists to prevent and solve conflicts in a just way.”

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Sponsored Content Nudging People to Give Using Behavioural Insights

Nudging People to Give Using Behavioural Insights

Donating to charity is often seen as a simple act of generosity done by those who can afford it, but in fact, the amount we donate is not directly correlated with our ability to give, or even to our benevolence. A number of factors play into the web of reasons we may or may not choose to donate in any given situation.

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Feature An Iterative, Experience and Practice-led Approach to Measuring Impact

An Iterative, Experience and Practice-led Approach to Measuring Impact

Measuring the impact of service design in a world of public sector management metrics has always been tricky. Social outcomes take a long time to be realised.

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Feature Humanising Frankenstein

Humanising Frankenstein

Insufficient attention has been paid to developing a systematic method for evaluating the effectiveness of the experiences created by public sector service design. Citizen experiences are at times monstrous: rambling, fragmented and frightening.

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Feature The Three Layers of Service Design Impact

The Three Layers of Service Design Impact

We observed that when a strong business strategy is coupled with great service design, the questions always arise: “How are we going to know if we’re successful? And how do we know if we’re on the right track or when we need to change course?”

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Feature You Can’t Manage What You Can’t Measure

You Can’t Manage What You Can’t Measure

Executive leaders we work with subscribe to a basic principle: you can’t manage what you can’t measure! Born from traditional management thinking, this principle does not stop at products: it applies — more so — to services.

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Feature Mind the Gap

Mind the Gap

All organisations exist in tension between efficiency and innovation. Both are essential for their long-term vitality. And each would consume the other.

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Feature Cracking the Code to  Workplace Productivity

Cracking the Code to Workplace Productivity

The computer is the most powerful productivity tool of our time and arguably the most important tool in the knowledge worker’s toolkit. Can you imagine trying to use your computer without your favourite software application? Without a hard-drive? Or even a dated version of either? Not very productive.

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Feature Designing for Impact and Value

Designing for Impact and Value

Initiating and implementing a change-driven project involves the steering of different activities – from design to business and technology – as well as navigating inside the culture of an organisation. Service designers, business partners and technologists have different responsibilities, different drivers, and use different terms and methodologies in their work.

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Tools and Methods Measuring Design Value of a Differentiated Service Platform

Measuring Design Value of a Differentiated Service Platform

How can a service provider differentiate its products and services in a competitive market situation? Many service providers try to introduce innovative and distinctive ways to deliver their offerings.

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Tools and Methods Meeting Service Sandbox

Meeting Service Sandbox

The Service Sandbox is composed of a range of building blocks that represent what creators should consider when co-creating and promoting service experiences in physical spaces. It allows service creators to roam and explore services rather than follow a linear path, opening up possibilities across a range of services within users’ daily routine.

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Tools and Methods Six Hacks for Service Designers in Agile Settings

Six Hacks for Service Designers in Agile Settings

Service design is a holistic activity which should align with organisational strategy. What should you do if you find yourself in a Scrum team?

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Education and Research Measurement Beyond Surveys...

Measurement Beyond Surveys...

Service designers need to collect user feedback throughout various touchpoints in order to create superior experiences. But how? And when? And to what end? The term “feedback” is often heard as a necessary means to gauge the success of a product or service, but it is rarely discussed in-depth or examined in terms of how one actually carries it out to get valuable, comprehensive insights.

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Education and Research Design Methods for Strengthening Social Cohesion

Design Methods for Strengthening Social Cohesion

Using a co-design process, we created a model for a new community-based service focused on disaster preparedness for New York City neighbourhoods most impacted by climate change. The project is designed to bridge the gap between isolated, medically-fragile residents and advanced care/services.

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Education and Research Partnering for Service  Design Education

Partnering for Service Design Education

The introduction of service design education at HAWK (University of Applied Sciences and Arts, in Hildesheim, Germany) has been significantly improved in speed and quality through collaboration with industry partners. Both its importance to society and its relevance in design education have been demonstrated in practical outputs based upon real-life briefs and solid theoretical foundations.

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Profiles Anne Stenros

Anne Stenros

Last year the SDN launched the first Service Design Impact Report dedicated to the topic of the public sector. Due to its success and enthusiastic reception, the next two editions are already in the making.

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Inside SDN Congratulations to the Service Design Award 2017 Finalists

Congratulations to the Service Design Award 2017 Finalists

Out of over 100 agency, corporate and student submissions from around the world, 14 Finalists were selected by an international jury of service design experts due to the exceptional standard of their work and the contribution their projects have made towards progressing the field of service design.

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Inside SDN Applying Service Design  to the SDN Chapter  Foundation Process

Applying Service Design to the SDN Chapter Foundation Process

After a successful Chapter revival at the end of 2016, the German SDN Chapter has applied service design methods during the building phase to identify its key audiences and tailor the focus of activities and events to their preferences.

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Inside SDN Service Design Within US: The first SDN National Conference in the U.S.

Service Design Within US: The first SDN National Conference in the U.S.

Over 200 participants gathered this summer for the first national SDN conference held in the USA, hosted by the Institute of Design in Chicago.

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Inside SDN Reflecting on the First  SDN U.S. National  Conference’s Student  Competition

Reflecting on the First SDN U.S. National Conference’s Student Competition

The first SDN U.S. National Conference featured a student show and competition highlighting the wonderful service design work happening in U.S. schools. Sixty students from ten schools submitted 22 projects for consideration.

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