Touchpoint Strategy Canvas – a practical tool for combining service design with UX design
Your service compromises multiple touchpoints, with their own strategy and UX. To combine the approaches successfully and get the most out of your team’s effort, service design should be alternated with UX design. This article presents a tool to do this in practice — Let’s go yeehhh Alternating the approaches sounded great in theory. However, [...]
Jul 01, 2019 · 7 min read
3 pitfalls in combining service design with UX design
I must admit, that I’ve fallen in love with the combination of the two approaches. My life as a designer has improved: I — previously a ‘hardcore’ UX’er — am enjoying my job so much more, as I am designing solutions in close relation to actual users with actual preferences and behaviors. My designerly assumptions (“I’ve found the solution”) made a place [...]
Jun 28, 2019 · 5 min read
Looking back at the Service Design Experience 2019
We want to thank all who attended at our Service Design Experience 2019 event on Thursday April 18th at Koos HQ. We were very pleased to welcome such a great group of enthusiastic people of diverse backgrounds. It was wonderful to see innovators in action, sharing experiences and discussing their current and future challenges. In this blog we’ll give you a short recap of everything that went on at this sunny day in Spring.
Apr 26, 2019 · 4 min read
The Service Design Maturity Model: An Introduction
We have seen service design change. Over the last ten years we have worked on a fair share of projects. These projects ranged from increasing the reach of a local Amsterdam butcher to helping startups like Munnypot and large organisations like Aegon. However, we have seen a shift occurring in the last year or two. Increasingly, organisations have started to see the value of service design and show a growing desire to embed service design as a core capability.
Apr 11, 2019 · 8 min read
What is service design?
The definition of service design Service design is the practical and creative application of design tools and methods, with the goal to develop or improve services. It is the activity of orchestrating people, infrastructure, communication and material components of a service in order to create value for all stakeholders involved, build a distinctive customer experience [...]
Mar 20, 2019 · 6 min read
Service design in Shanghai
How it all started In October 2016 we helped organise the service design global conference in Amsterdam. And as there were people flying into Amsterdam from all over the world, we set up a service design tour through Amsterdam. Participants were led through the city, visiting points of interest from a service design perspective. China [...]
Mar 14, 2019 · 3 min read
How to use UX design to safeguard users’ privacy
Online privacy is that thing you kind of gave up the moment you embraced the internet. Or, at least, that is my point of view after a two month project on the subject. But there’s hope: more and more companies are taking initiatives in fixing this twisted state of affairs and I gratefully got to be part of one of them.
Jan 27, 2019 · 9 min read
Take-outs from the Service Design Global Conference 2018
Service design doing This year’s overall theme of the Service Design Global Conference was ‘Design to deliver’, focussing on the complex, muddy and unsexy aspect of implementing service design projects into organizations. We were challenged to get out of our post-it palaces and start finding connections with others. The talks that stuck were those provoking [...]
Oct 26, 2018 · 6 min read
The difference between design thinking and service design
Definition of design thinking Design thinking is an approach to solve complex problems in a user-centered way. It’s a hands-on approach, following a structured process to come to innovate solutions. Using an elaborate set of design tools, design thinking brings together what is desirable from a user’s point of view, technologically feasible and economically viable. [...]
Sep 17, 2018 · 3 min read
How to redesign your website — 4 practical tips
1. Plan an internal sprint Christmas time at Koos means finishing our internal backlog — aside from wearing dreadful Christmas sweaters. One of our UX designers, Kaspar, took the post-it stating ‘website’ from the backlog wall. Time had turned the post-it pale. Kaspar asked for advice internally: ‘what do you think of our current website?’ [...]
Aug 27, 2018 · 5 min read