Best insights of the Service Design Experience in Lisbon

Jules Prick
May 07, 2018 · 7 min read

Six ways to measure the impact of your service design efforts

As service design is increasingly finding its way to service oriented organisations, they realise that customer experience is becoming an important business objective. As a result, companies need to be clear about the impact of service design efforts on business results.

Niels Corsten
Dec 21, 2017 · 10 min read

Dear UX-ers: the future is human

A visit to a UX conference in Poland taught me that the future of UX is human.

Jeroen Otte
Dec 17, 2017 · 9 min read

Redesigning the Portuguese Postal Service

A clear goal, a messy design process and great results.

Hidde Burgmans
Oct 01, 2017 · 8 min read

7 UX principles by a Service Designer

maximise the output of Service Design and UX combined.

Hidde Burgmans
Jul 24, 2017 · 11 min read

How to avoid pitfalls when becoming more customer centric

In service design, customer centricity is one of the five basic principles. There are four pitfalls we encounter helping our clients becoming more customer centric. Here’s how to avoid them.

Nathalie Meuleman
May 15, 2017 · 5 min read

Service hacks: making use of resourceful customers for service innovation.

Moments where customers use the service in unexpected ways are called ‘service hacks’. Although service hacks are not dictated by the company, they do influence the experience of the customer and thus customer satisfaction.

Niels Corsten
May 15, 2017 · 2 min read

Nudge your customers wisely

People are lazy in both thought and action. When we face two options, we will most likely choose the path of least resistance.

Jeroen Otte
Dec 08, 2016 · 6 min read

Book review: Service Design for Business

A book review on the second book by Ben Reason and Lavrans Løvlie, founders of Livework.

Niels Corsten
Oct 25, 2016 · 3 min read

Design thinking: How to convert need into demand

Why is it so difficult to spot a need and design a response, and how do we come up with those breakthroughs?

Robbert-Jan van Oeveren
Mar 30, 2011 · 3 min read

The power of Context Mapping

The beginning of context mapping We see a quick shift in the implementation of consumer insights towards the earlier stages of the design process for both brands & products. Where in the early days consumer panels were at most used to test concepts we are now co-creating brands and products in the early stages of [...]
Jules Prick
Mar 31, 2010 · 1 min read

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