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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.

31 March 2017
Experientia guide to Milan Design Week 2017

It’s that time of year again – Milan’s don’t-miss event for the design community is here. If you’re looking to get inspired at Milan Design Week, then check out our top picks for the latest edition, from Experientia’s designers, strategists and partners. Milan might be best known for its busy streets, traditional cafés and world […]

12 January 2017
Experientia’s CITYOPT project awarded prestigious French award for its sustainable development design

Following the 2016 Smart Innovation Award at “FIMBACTE Trophées du Cadre de vie”, the CITYOPT project has once again been recognized, this time in the prestigious French design competition: “Observeur du Design 2017”, in the Service Design category. In June 2016, CITYOPT won the first stage of the Observeur du Design. Now the project has […]

1 December 2016
More on upcoming conference on design & sustainable innovation for smart cities

Last month Putting People First announced the upcoming conference on design & sustainable innovation for smart cities in Nice France. Meanwhile we are pleased to announce the full event agenda (see below). This event will feature professionals from leading research institutes and industry gathering to present key initiatives which combine Energy Efficiency and Service Design […]

29 October 2016
Upcoming conference on design & sustainable innovation for smart cities

Invitation to the International Conference on Design & Sustainable Innovation for SmartCities Nice (France) 8 December 2016 On the 8th December 2016, the CITYOPT project will host an international conference on Design and sustainable innovation for SmartCities, at the Centre Universitaire Méditerranéen, France. An open invitation to attend is offered to people and organisations who […]

28 October 2016
Experientia’s President, Michele Visciòla, panel judge for MacArthur Foundation’s “100&Change” competition

The 100&Change is an international competition and a landmark opportunity for thinkers and designers to tackle critical challenges affecting the world. Michele Visciòla will be one of the panel of expert judges who will select which project is worthy of the $100 million grant. 100&Change is the MacArthur Foundation competition – launched this year for […]

5 September 2016
Great engine, but the fuel seems poor. Discussing insight development in corporate marketing

The September issue of the Harvard Business Review (HBR) contains a lengthy essay, entitled Building an Insights Engine, on how Unilever has created the organizational capabilities to “transform data into insights about consumers’ motivations and to turn those insights into strategy.” The article was written by Frank van den Driest and Keith Weed of a […]

6 June 2017

Developing a mobile chatbot for a Pittsburgh museum

The people at Studio, the design, development and workflow laboratory at Carnegie Museums of Pittsburgh, are working on the design and the development of a “new kind of mobile museum experience”. Because they would like the share mistakes and successes with the broader museum community, the Studio team has made the decision to document in […]

6 June 2017

First issue of Behavioural Public Policy now available for free online

Behavioural Public Policy is an interdisciplinary and international peer-reviewed journal devoted to behavioural research and its relevance to public policy. The study of human behaviour has recently taken on growing importance within many disciplinary specialties and in recent years the findings from this field have begun to be applied to policy concerns in a substantive […]

21 April 2017

ONE Design: a portal on Adaptive Path’s work with Capital One Bank

ONE Design is a content portal where Capital One, the eighth-largest bank in the United States, shares (many) inspiring stories of how their Adaptive Path designers “impact lives with humanity, simplicity, ingenuity – and empower people to have better control over their money.” Selected stories from the portal: – Designing for the Human Side of […]

8 April 2017

Service design at the Singapore Government

Jacqueline Poh, CEO of Singapore’s GovTech agency, spoke about the importance of a service design approach at the Innovation by Design Conference 2017, held from 7-8 March as part of Singapore Design Week. Whether or not the public thinks that a policy, process or service has been designed with empathy, and with the user’s needs […]

31 March 2017

Experientia guide to Milan Design Week 2017

It’s that time of year again – Milan’s don’t-miss event for the design community is here. If you’re looking to get inspired at Milan Design Week, then check out our top picks for the latest edition, from Experientia’s designers, strategists and partners. Milan might be best known for its busy streets, traditional cafés and world […]

29 March 2017

Dan Hill argues for more identity, not less

Dan Hill (Associate Director, Arup, London) reflects in a long essay on the meaning of identity in the face of Brexit and Trump and what that implies for strategic design, service design and the infrastructure of everyday life. A few excerpts: “Cultural identity is complex. That is the point of it. If it was innate […]

2 March 2017

Business as Unusual: Latest issue of Touchpoint, the service design journal

“Business as Unusual” was the theme of the ninth annual Service Design Global Conference held in Amsterdam and in its play on words, it recognises that service design is more and more becoming an established way of ‘doing business’, whether in organisations, or in places such as the public sector. It is also the theme […]

1 March 2017

[OECD Publication] Behavioural Insights and Public Policy

Behavioural Insights and Public Policy: Lessons from Around the World OECD, March 2017 408 pages “Behavioural insights”, or insights derived from the behavioural and social sciences, including decision making, psychology, cognitive science, neuroscience, organisational and group behaviour, are being applied by governments with the aim of making public policies work better. As their use has […]

26 January 2017

New toolkit to create digital government services

The UK’s Government Digital Service has launched a service toolkit that aims to be a one stop shop for service design resources (reports PublicTechnology). The toolkit is a single page on GOV.UK that provides links to all the resources GDS thinks a government service designer will need. These include the GDS design principles and patterns, […]

19 January 2017

[Report] Consuming Differently, Consuming Sustainably: Behavioural Insights for Policymaking

The objective of this report, published by the United Nations Environment Programme (UNEP) is to shed light on opportunities to strengthen the effectiveness of policies for sustainable consumption in both developed and developing countries. The publication provides evidence-based insights from behavioural science, detailing five key behavioural barriers to sustainable consumption. It also includes concrete examples […]

8 January 2017

The complexity of plastic bags

As societies face increasingly complex problems, design is emerging as the tool to solve some of Asia’s biggest issues. Through field trips with designers skilled in human-centered design, the team behind Ethnographers’ Field Guide to Innovation, a new series on Singapore’s Channel NewsAsia, see how meaning is found in everyday surrounds and how people are […]

18 December 2016

Why UX research is business research

Libby Maurer, UX leader at Widen Enterprise (a content technology company specializing in digital asset management software and content production services), makes a strong case for the value of UX research in a hardcore business environment. She writes that “the unpredictable and unscripted nature of this type of research is why it’s worked so well […]

1 December 2016

More on upcoming conference on design & sustainable innovation for smart cities

Last month Putting People First announced the upcoming conference on design & sustainable innovation for smart cities in Nice France. Meanwhile we are pleased to announce the full event agenda (see below). This event will feature professionals from leading research institutes and industry gathering to present key initiatives which combine Energy Efficiency and Service Design […]

15 November 2016

[Book] Sensemaking

Sensemaking: The Power of the Humanities in the Age of the Algorithm by Christian Madsbjerg Hachette Books March 2017, 256 pages Inspired by his work with companies like Ford and Coca-Cola, Madsbjerg’s Sensemaking is a provocative stand against the “tyranny” of big data and an impassioned argument that human intelligence, informed by the study of […]

15 November 2016

Free “Guide to Service Blueprinting” by Adaptive Path/Capital One Design

A Guide to Service Blueprinting Nick Remis and the Adaptive Path Team at Capital One Adaptive Path November 2016, 52 pages As the focus of customer experience becomes more important, having a good picture of how your service operates in relation to what the customer is trying to do is paramount. At Adaptive Path, we […]

8 November 2016

[Book] Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight

Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight by Thomas A. Stewart and Patricia O’Connell Harper Business November 2016, 336 pages In this pioneering guide, two business authorities introduce the new discipline of Service Design and reveal why trying new strategies for pleasing customers isn’t enough to differentiate your business—it […]

8 November 2016

Customer delight through service design

The service sector needs to break away from old manufacturing-oriented habits and build great consumer experiences into every facet of its business model, write Thomas A. Stewart and Patricia O’Connell in strategy+business. Experiences matter. Experiences are journeys. Journeys are designed. These statements are fundamental to understanding service design and its delivery. Experiences happen over time […]

1 November 2016

New report on service design impact in public sector

In this free report (pdf, 109 pages), the Service Design Network – in collaboration with the Netherlands Enterprise Agency – has identified five different areas in the public sector that are relevant for service design: policy making, cultural and organizational change, training and capacity building, citizens engagement and digitization. Service design is taking a role […]

29 October 2016

Upcoming conference on design & sustainable innovation for smart cities

Invitation to the International Conference on Design & Sustainable Innovation for SmartCities Nice (France) 8 December 2016 On the 8th December 2016, the CITYOPT project will host an international conference on Design and sustainable innovation for SmartCities, at the Centre Universitaire Méditerranéen, France. An open invitation to attend is offered to people and organisations who […]

22 October 2016

[Book] Org Design for Design Orgs

Org Design for Design Orgs: Building and Managing In-House Design Teams By Peter Merholz and Kristin Skinner Publisher: O’Reilly Media August 2016, 198 pages Design has become the key link between users and today’s complex and rapidly evolving digital experiences, and designers are starting to be included in strategic conversations about the products and services […]

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