Why we are fans of customer experience management, and you should be too!
What is customer experience management? Customer experience management (CX management for short) can be defined as ‘the process of measuring and managing all customer journeys across a service ecosystem’. That’s a whole lot of lingo, so let’s break it down. CX Management doesn’t look at individual journeys or touchpoints, but considers the full ‘service ecosystem’. [...]
Kaspar Kazil
Sep 24, 2020 · 15 min read
Sep 24, 2020 · 15 min read
Service Design Days 2020: Harry Potter, Kings Cross and Spaceships
Putting tomorrow in the blender This year’s Service Design Days revolved around the relationship between humankind and technology. ‘A blended tomorrow – expanding design horizons with technology’ is not only quite a mouthful but also very multi-interpretable as we found out during the conference. It apparently both refers to an app for Harry Potter fans [...]
Hidde Burgmans
Sep 16, 2020 · 6 min read
Sep 16, 2020 · 6 min read
Service Design and the transition to a Circular Economy
User needs at the core The Circular Economy aims to move away from ownership of product and aims to have user needs fulfilled by services. This is precisely the core of what Service Design does; starting with the user and learning about their needs. Based on these needs, we design services that address these directly. [...]
Joost van Leeuwen
Jul 21, 2020 · 5 min read
Jul 21, 2020 · 5 min read
Looking back on our first fully remote project
Getting to know each other Really different, not as fun, and not very efficient, this is one of the few things that are truly better in real life! Although we did get to know very specific details about people, like people’s home decoration, their pets, and what they are eating for breakfast. Empathizing with the [...]
Emma Schalkers
Jun 25, 2020 · 3 min read
Jun 25, 2020 · 3 min read
Preparing for the new world
Shift in the model: Re-establishing the basic needs Times like these tend to trigger risk-aversive behaviour and increase the desire for stability. A crisis changes the drivers (and corresponding needs) behind our behaviour. We tend to shift to the left side of the tension model, trying to reestablish or reinforce our basic needs: connection, support [...]
Preparing for the new world
Jun 19, 2020 · 4 min read
Jun 19, 2020 · 4 min read
Anniversary Interview – Jette
Amsterdam or Rotterdam? Of course I am choosing Rotterdam. Rotterdam is obviously the best city in the country, and you don’t want to live in such a small space in Amsterdam. I mean, who doesn’t want to take the Intercity Direct to Amsterdam every day (I miss it!)? How do you deal with traveling to [...]
Erik van Zoelen
Jun 04, 2020 · 3 min read
Jun 04, 2020 · 3 min read
How to fulfill work-related needs?
Ten key needs to keep an eye on At Koos, we use different tools to structure our research findings to define people’s needs. One of our favourites is the ‘morphological tension model’. A bit of a mouthful, but here’s a short explanation: The morphological tension model focuses on finding out subconscious emotional structures behind everyday [...]
Astrid ten Bosch
Apr 29, 2020 · 11 min read
Apr 29, 2020 · 11 min read
The new balancing act between life and work
The inevitable fading borders between work and life Not surprisingly, working from home brings us many challenges. Not only do we have to find out how to do our work remotely, we are also faced with the inevitable fading borders between work and life. We used to go out of our house and literally change [...]
Oda Landsman
Apr 21, 2020 · 8 min read
Apr 21, 2020 · 8 min read
Why design can help your company in times of crisis
The power of design: navigating uncertainty! In our new reality, we’ll have to redesign our processes and propositions, try out new things, find out what works and what does not, learn from it and improve continuously. We live in uncertain times and no one knows what this new reality will actually look like. But there’s [...]
Robbert-Jan van Oeveren
Mar 30, 2020 · 5 min read
Mar 30, 2020 · 5 min read
How do you set up a remote user test?
Now, a remote user test is quite a different animal. We’ve been doing some remote user tests during international projects in the past, but we actually had a full day of user tests planned on our first day of remote working! This required some last minute preparations. However, now that we’re better prepared and since [...]
How do you set up a remote user test?
Mar 25, 2020 · 7 min read
Mar 25, 2020 · 7 min read