Employee Experience exceeds HR
EX for engagement: we need more than chocolates Why do people take a job at your company, why do they stay and what makes them leave? All questions to help you understand how you can attract and retain your human capital. With talent scarcity, HR needs to focus on figuring out the needs of their [...]
Oct 15, 2019 · 3 min read
Abandoning suit and tie to become a Service Designer
How it all started Born as a curious person with multiple interests, I struggled to choose a field of study and later a profession. Unable to select between rational thinking and creativity, I followed my grandma’s advice and enrolled in a major in economics. Thank you, grandma! It was a safe choice with plenty of [...]
Aug 12, 2019 · 8 min read
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
Conducting 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 organisations. 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