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.
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.
Dec 17, 2017 · 9 min read
Redesigning the Portuguese Postal Service
A clear goal, a messy design process and great results.
Oct 01, 2017 · 8 min read
7 UX principles by a Service Designer
maximise the output of Service Design and UX combined.
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.
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.
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.
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.
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?
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 [...]
Mar 31, 2010 · 1 min read