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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.

23 May 2016
Experientia white paper: “Conducting clinical trials is about working with patients”

Patient-centricity is one of the defining issues facing clinical trials in the pharma industry. The past few years have seen a growing awareness by pharmaceutical companies of the importance of patient-centricity – but they have also illustrated that not everyone is clear on just what patient-centricity is, or how to achieve it. After using UX […]

12 April 2016
The latest on innovation in Energy Efficient Buildings: annual round-up of EU Commission projects

Every year, the Energy-efficient Buildings (EeB) Public Private Partnership (PPP) publishes the EeB PPP project review – a round-up of energy-efficiency projects that have been co-funded by two European Commission schemes. This year, the print and digital booklet design was done by Experientia, in particular by our talented visual and interaction designer Dohun Jang. Experientia […]

8 March 2016
Behavioral modeling – Shaping cultural change and behavioral evolution

One of the things we do here at Experientia that really sets us apart from other UX agencies is behavioral modeling. Our cognitive and behavioral models go beyond the standard customer journeys and personas (both useful tools, and often preliminary steps to behavioral modeling) to create frameworks that can be used to make people more […]

1 March 2016
Singapore’s main newspaper on Experientia’s design with the elderly

Arti Mulchand reports in the Straits Times, Singapore’s main newspaper, on Experientia’s “Design for Ageing Gracefully” project: Putting faces to end-users early in the design process is changing the way designers and organisations are approaching products aimed at Singapore’s growing elderly demographic. Experientia’s ethnographic study, which was commissioned by DesignSingapore Council in a collaboration with […]

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…
19 May 2016

Transition design as postindustrial interaction design

The School of Design at Carnegie Mellon University has started talking about ‘Transition Design.’ In his long reflection about this new kind of design practice, Cameron Tonkinwise, CMU’s Director of Design and Doctoral Studies, writes: Transition refers to phased change – not revolution or sudden shifts, but a sustained process of multi-faceted transformation. To transition […]

17 March 2016

Let’s See What We Can Do: Designing Agency

In a Medium essay that we missed during the Christmas break, Dr Dan Lockton asks how we can invert ‘design for behaviour change’ and apply it from below, enabling people to understand, act within, and change the behaviour of the systems of society and the environment? We need, he says, “design that enables people to […]

8 March 2016

Behavioral modeling – Shaping cultural change and behavioral evolution

One of the things we do here at Experientia that really sets us apart from other UX agencies is behavioral modeling. Our cognitive and behavioral models go beyond the standard customer journeys and personas (both useful tools, and often preliminary steps to behavioral modeling) to create frameworks that can be used to make people more […]

1 March 2016

Singapore’s main newspaper on Experientia’s design with the elderly

Arti Mulchand reports in the Straits Times, Singapore’s main newspaper, on Experientia’s “Design for Ageing Gracefully” project: Putting faces to end-users early in the design process is changing the way designers and organisations are approaching products aimed at Singapore’s growing elderly demographic. Experientia’s ethnographic study, which was commissioned by DesignSingapore Council in a collaboration with […]

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 […]

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