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Service design

Daily insights on user experience, experience design and people-centred innovation,
by international UX consultancy Experientia.
Searched by tag:

Service design

We are an international experience design consultancy helping companies and organisations to innovate their products, services and processes by putting people and their experiences first.

18 January 2016
Experientia website completely reshaped

Experientia is pleased to announce that we’ve started 2016 with a brand new website. Experientia’s now officially 10 years old, and we decided that the best way to celebrate is by building a new website that showcases our growth – with new projects, new people in the staff, and two new locations in Lausanne and […]

1 January 2016
For when things get personal…
13 October 2015
Experientia report: Design for ageing gracefully

Design for Ageing Gracefully Rethinking Health and Wellness for the Elderly: Public Services Asian Insights & Design Innovation, DesignSingapore Council October 2015

29 September 2015
[Experientia book] Ethnography on elderly health and wellness

As we age, we increasingly depend on public services and the community for support. Well-designed public services can greatly affect the lives of the elderly and their experiences of healthcare. Experientia collaborated with DesignSingapore Council on understanding how the elderly interact with public services and how we can look towards improving their lives with design. […]

2 July 2015
Getting citizens involved in protecting fragile energy environments

A new project funded under the FP7 European Commission framework is getting citizens involved in testing new tools for reducing energy consumption during peak loads, in the hope that its pilot program will set the new state of the art for protecting locations with fragile electricity supplies. One of France’s most fragile regions The Provence-Alpes-Côte […]

5 May 2015
Experientia designer Dohun YuLuck Jang 유록 in Design 4 Disaster

Design 4 Disaster features an engaging illustrated safety manual for ship passengers, a personal project by Experientia designer Dohun YuLuck Jang 유록. After the Korean ferry accident last year, Yuluck (who is Korean) wanted to find a way to make safety manuals more interesting to read. He spent one year designing an interactive safety guide […]

6 January 2016

[Book] Service Design for Business

Service Design for Business: A Practical Guide to Optimizing the Customer Experience Ben Reason, Lavrans Løvlie, Melvin Brand Flu Wiley Publishers December 2015, 208 pages Abstract Service Design for Business helps you transform your customer’s experience and keep them engaged through the art of intentional service design. Written by the experts at Livework, this practical […]

4 January 2016

How focus on UX helped gov.uk win design of the year

The goal of self-service sites is to help users find answers themselves, forestalling the need to contact a real person. When such a site is done right, it leads you straight from symptoms to diagnosis to cure. However, if self-service sites are done poorly, they’re hard to navigate and offer no effective way to find […]

31 December 2015

[Report] Easier Said Than Done

Easier Said Than Done: Why we struggle with healthy behaviours and what to do about it By Nathalie Spencer RSA, December 2015 Many of us know what we should be doing to live healthily, yet many of us struggle to actually actively manage our health. In ‘Easier Said than Done’, we set out some of […]

10 December 2015

Sharing City Seoul through the eyes of an urban sociologist

For several years, Shareable has followed, and reported on, Sharing City Seoul, a pioneering project, created by the Seoul Metropolitan Government. With its government-sponsored sharing economy initiatives and community projects, Seoul has become a global leader in the sharing cities movement. Recently, Shareable connected with urban sociologist Monica Bernardi, who recently visited Seoul for her […]

10 December 2015

Public Service Design guide

Public Service Design: A guide for the application of service design in public organisations Authors: Annelies Thoelen (Co-Editor), Steven Cleeren (Co-Editor), Alain Denis, Koen Peters, Kristel Van Ael and Helga Willems Published by The Spider Project, 2015 This guide aims to help employees in public organisations, civil servants, officers and policy-makers understand the scope of […]

3 December 2015

Can “co-creation” help cities find a new way to solve their problems?

An increasing number of cities are using co-creation platforms to tackle challenging issues like mobility, air quality and urban regeneration too. The Nexthamburg project, for example, was launched in 2009 to source innovative and creative ideas for urban development in Hamburg. Medellín, Columbia, has also developed a platform called Mi Medellín to sound-out citizen solutions […]

3 December 2015

Can human-centered design help people prevail over machines in the workplace?

Instead of asking ourselves which jobs will be replaced, writes Brooks Rainwater, we need to shift the conversation to answer the question: what jobs do we want humans to do? We must move the policy discussion away from job retraining towards job rethinking. This begins with embracing the power of human-centered work. Human-centered work is […]

11 November 2015

Interview with Birgit Mager on the evolution of service design

Ayla Newhouse of Adaptive Path interviewed Birgit Mager, President and Co-Founder of the International Service Design Network, on how she got into service design back when it was so new, and how she defines it more than a decade later. Birgit Mager has watched service design evolve since the mid-nineties, and has been hugely influential […]

10 November 2015

Why service design is luxury’s new battleground

Ana Andjelic writes in AdAge that most legacy luxury brands are failing at delivering service, especially online: The fact that most legacy luxury brands fail to successfully create and deliver service is unfortunate. The business of luxury retail today increasingly involves browsing and shopping online, via aggregators and on editorial sites, on mobile and in-store. […]

10 November 2015

[Book] Nudge and the Law: A European Perspective

Nudge and the Law: A European Perspective First Edition Edited by: Alberto Alemanno, Anne-Lise Sibony Hart Publishing December 2015, 400 pages Abstract Behavioural sciences help refine our understanding of human decision-making. Their insights are immensely relevant for policy-making since public intervention works much better when it targets real people rather than imaginary beings assumed to […]

23 October 2015

Imagining a future IKEA catalogue [design fiction]

On August 31st Julian Bleecker and Nicolas Nova from the Near Future Laboratory organised a full day design fiction workshop in Sweden focused on the consumer-oriented Internet of Things. The goal for the day was to create a catalogue in IKEA style for the year 2040 with products not yet existing related to IoT. The […]

22 October 2015

Obama’s nudging efforts are so far only about prodding

The White House’s Social and Behavioral Science Team (SBST), a cross-agency effort to bring behavioral science research into the policy making process, has just published its first annual report, which covers just 15 proof-of-concept projects in this first year. Politico’s assistant editor Danny Vinik reviewed the report on using behavioral science to shape people’s behavior […]

13 October 2015

Experientia report: Design for ageing gracefully

Design for Ageing Gracefully Rethinking Health and Wellness for the Elderly: Public Services Asian Insights & Design Innovation, DesignSingapore Council October 2015

29 September 2015

[Experientia book] Ethnography on elderly health and wellness

As we age, we increasingly depend on public services and the community for support. Well-designed public services can greatly affect the lives of the elderly and their experiences of healthcare. Experientia collaborated with DesignSingapore Council on understanding how the elderly interact with public services and how we can look towards improving their lives with design. […]

5 September 2015

Ezio Manzini talk at the RSA (London)

Excerpt (above) – full replay Abstract H​ow do we nurture conditions in which a diffuse creativity can flourish and evolve through collaborative organisations and, in so doing, realise meaningful steps towards a more resilient and sustainable society? In his talk at the RSA (on 30 June), Ezio Manzini, author of Design when Everybody Designs (MIT […]

5 September 2015

Prototypes capturing new user experiences for bicycles

Back in May 2015, the Urban Futures team of the Future Cities Catapult (based in London, UK) completed a design research project around cycling. This short project uses film to sketch out some possibilities of contemporary technologies such as wearables and Internet-of-Things, in order to imagine new user experiences for cyclists. It’s covered in depth […]

15 August 2015

Innovation labs as public change agents

Jesper Christiansen and Runa Sabroe of the Danish human-centred internal governmental body MindLab ask how to increase the effectiveness and legitimacy of public sector interventions – both by creating the actual outcomes that are politically intended, and by enabling a more open approach to governance by involving and building on the resources of citizens, communities […]

1 August 2015

[Report] Design for Service Innovation & Development

Design for Service Innovation & Development: Final Report Edited by y Daniela Sangiorgi, Alison Prendiville, Jeyon Jung and Eun Yu May 2015 DeSID (Design for Service Innovation and Development) is a six-month scoping study funded by the AHRC (Arts and Humanities Research council) into the different ways that Service Design contributes to service innovation. The […]

31 July 2015

Service Design in Consumer Banking: the challenges and opportunities

Last month the people from Irish UX consultancy Frontend Design looked at the UX revolution in healthcare and how changes in that sector are moving towards putting the customer at the centre of the service. The banking sector is experiencing similar upheaval at the moment and facing similar challenges. In this month’s article, we look […]

27 July 2015

Breaking Free from The Lean Startup religion: The Service Designer Manifesto

Breaking Free from The Lean Startup religion: The Service Designer Manifesto by Tenny Pinheiro Eise Books July 21, 2015 – 52 pages Free on Kindle Abstract Our civilization is facing complex, systemic and scary wicked problems. It is already known that the exclusion for over 100 years of human variables from the production equation had […]

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