Bridging the gap between Service Design and Scrum: Why UX is key.


jun 17, 2018 · 6 min Lees

Koos’ brandmodel – Map and leverage the strengths of your organisation

Based on 5 important psychological pillars, driving the ultimate brand experience The five pillars of our brandmodel are based on psycho:logical tensions in life that drive our subconscious decision making process. By developing your brand based on these tensions you’ll be able to create highly relevant brand experiences, for your customers and your employees. You [...]

jun 08, 2018 · 1 min Lees

Best insights of the Service Design Experience in Lisbon

In the first week of July 2017, Koos Service Design hosted the second edition of the Service Design Experience (SDE) in sunny Lisbon Portugal.


mei 07, 2018 · 7 min Lees

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 Lees

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 Lees

Redesigning the Portuguese Postal Service

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


okt 01, 2017 · 8 min Lees

7 UX principles by a Service Designer

maximise the output of Service Design and UX combined.


jul 24, 2017 · 11 min Lees

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.


mei 15, 2017 · 5 min Lees

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.


mei 15, 2017 · 2 min Lees

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 Lees

Book review: Service Design for Business

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


okt 25, 2016 · 3 min Lees

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