14 December 2008

Service design articles by Live|Work

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Live|Work
Our friends of the UK service design consultancy Live|Work have posted some must read background articles on their website:

The case for Service Design
by Lavrans Løvlie
Most organisations agree that their services should be oriented towards the customer. Why then, does it happen so often that we have appalling experiences when we use banks, buses, health services, insurance companies and other services? Why are they not designed as well as the products we love to use such as an Apple iPod or BMW car?

Reinventing mortgages
by Ben Reason and Chris Downs
Last year 110% mortgages were on offer from lenders. Today, they are likely to demand a 30% deposit. Amid the turmoil and uncertainty, one thing we can be sure of is that mortgages will never be the same again. At live|work we want to see mortgages designed to create long-term value for all parties.

Engage patients in Service Design – Don’t be afraid to ask
by Ben Reason
In his report, High Quality Care for All, Lord Darzi defines quality in service as: “clinically effective, personal and safe.” Personal is the new word that stands out. Darzi is saying that services must be orientated around individuals; services must be fit for everyone’s needs.

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1 December 2016
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[Book] Woo, Wow, and Win: Service Design, Strategy, and the Art of Customer Delight
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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 …
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: …

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.

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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 […]

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