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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 October 2017
Innovate through service design – The Innovation Center of Intesa Sanpaolo and Experientia for “Torino Design of the City”

by Erin O’Loughlin – Photos: Naz Kazazoglu In Turin, you only need to tell your taxi driver “Take me to the skyscraper” to end up at the impressive Innovation Center of the Intesa Sanpaolo bank, rising in the heart of Turin, with a fine view of the Turin hills and the Italian alps. Here on […]

17 October 2017
Richard Thaler’s Nobel Prize is a win for good design

by Erin O’Loughlin Richard Thaler’s 2017 Nobel Economics Prize on Monday was met with more buzz around the offices of our design agency than is usual for economics news. What people outside of the industry probably don’t realize is that service designers don’t think of Richard Thaler as an economist — instead, we consider him one of […]

3 October 2017
Don’t miss Experientia at Torino Design of the City

Torino Design of the City is nearly here! Experientia will of course be part of this exciting week (10-16 October) of events, meetings, workshops, exhibitions and guided tours about design, and we warmly invite you to join us. The event is organised by the City of Turin and will take place in strategic city locations […]

1 October 2017
Half-day event on service design innovation in Turin

(This page will be regularly updated to reflect minor programme changes) To Innovate through Service Design – Conference for Torino Design of the City From 10 to 16 October, the City of Turin will host Torino Design of the City. This week of events, meetings, workshops, exhibitions and guided tours about design will take place in […]

4 August 2017
The human side of autonomous cars — with Nissan Research’s Melissa Cefkin

Reposted from Medium Beyond the engineering challenge of creating cars that drive themselves lies the social challenge. Before autonomous cars are ready to navigate our roads, they must be able to navigate the vastly more complicated nuances of human behaviors and interactions — from that friendly nod that says “You first” at a four-way stop, to the […]

31 May 2017
 Intervista a Todd Harple di Intel sul tech-fashion

Ripostato da Medium – English version Il mondo del fashion sta diventando sempre di più digitale — e non si tratta solo di dispositivi da indossare, ma anche e soprattutto di abbigliamento, realizzato con tessuti in cui sono effettivamente integrati dei sensori in grado di misurare e monitorare il corpo di chi li veste. Dato che la […]

22 October 2017

Nudges that fail

Nudges that fail Cass R. Sunstein Behavioural Public Policy, 2017, 1(1), 4-25. doi:10.1017/bpp.2016.3 Why are some nudges ineffective, or at least less effective than choice architects hope and expect? Focusing primarily on default rules, this essay emphasizes two reasons for this. The first involves strong antecedent preferences on the part of choosers. The second involves […]

18 October 2017

Innovate through service design – The Innovation Center of Intesa Sanpaolo and Experientia for “Torino Design of the City”

by Erin O’Loughlin – Photos: Naz Kazazoglu In Turin, you only need to tell your taxi driver “Take me to the skyscraper” to end up at the impressive Innovation Center of the Intesa Sanpaolo bank, rising in the heart of Turin, with a fine view of the Turin hills and the Italian alps. Here on […]

17 October 2017

Richard Thaler’s Nobel Prize is a win for good design

by Erin O’Loughlin Richard Thaler’s 2017 Nobel Economics Prize on Monday was met with more buzz around the offices of our design agency than is usual for economics news. What people outside of the industry probably don’t realize is that service designers don’t think of Richard Thaler as an economist — instead, we consider him one of […]

3 October 2017

Don’t miss Experientia at Torino Design of the City

Torino Design of the City is nearly here! Experientia will of course be part of this exciting week (10-16 October) of events, meetings, workshops, exhibitions and guided tours about design, and we warmly invite you to join us. The event is organised by the City of Turin and will take place in strategic city locations […]

1 October 2017

Half-day event on service design innovation in Turin

(This page will be regularly updated to reflect minor programme changes) To Innovate through Service Design – Conference for Torino Design of the City From 10 to 16 October, the City of Turin will host Torino Design of the City. This week of events, meetings, workshops, exhibitions and guided tours about design will take place in […]

25 August 2017

Should we delight the customer?

Growing the service design industry requires more than simply educating the next generation of service designers. Business students can also benefit from learning how service design can be used to innovate and address complex market and organisational challenges. That’s why Joan Ball, founders of Womb Service Design Lab, and Martin Dominguez, instructor at Fordham University, […]

9 August 2017

ServDes 2018, the Conference on Service Design and Service Innovation

ServDes, the Conference on Service Design and Service Innovation, is the premier international research conference exploring service design and service innovation. The Call for Papers is now open. Submitted contributions are subject to double-blind peer review. Accepted contributions will be published electronically in open access in the conference proceedings. The 2018 edition will be held […]

29 July 2017

Australian Government Digital Transformation Agency says no to surveys and focus groups

Leisa Reichelt, the Agency’s Service Design Lead, gives the four reasons, here summarised but we recommend you to read the entire post: You can’t get authentic, actionable insights in a few clicks Surveys and other analytics can be good at telling us what is happening, but less good at telling us why. Understanding the why […]

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 […]

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