Category Service design

Australia, Behavioral sciences, Book, Public services, Service design

From nudge to sludge: a book, and now an academy and an audit

Sludge is friction through unnecessary red tape. Cass R. Sunstein wrote a book about it and the OECD is currently exploring the contribution that behavioural science can make to service design by partnering with the Government of New South Wales (NSW) in Australia to reduce unjustified frictions in citizens' interactions with government.

Experientia
5 Oct 2023

Experience design, Experientia, HCD / UXD, Innovation, Public services, Service design

Taking on design thinking and business consulting

Two articles in the last few days took on the world of consulting. Rebecca Ackermann in the MIT Technology Review wrote on how the shine of design thinking has worn off, while Henry Mance interviewed Mariana Mazzucato in the Financial Times on her new book The Big Con, where she lambasts business consultancies for having no expertise in the areas that they’re advising in.

Experientia
13 Feb 2023

Design (general), Experience design, HCD / UXD, Interaction design, Service design, UserResearch

The price of the commoditisation of UX design

Alt: face-palming UX Jesus waving a white flag

Cornelius Rachieru describes the current trend of extreme commoditisation of UX design in corporate environments, and the consequences this has on the quality of the design delivery, and on the designers themselves.

Experientia
1 Feb 2023

Identity / Privacy, Innovation, Service design, Sustainability

The psychology of ownership

"What’s mine is mine: unpicking the psychological reasons people like to own things" is the title of a highly recommended article by Claire Murphy of the Ellen MacArthur Foundation.

Experientia
25 Jan 2023

ArchitectureUrbanism, Book, Cities & Infrastructure, Service design

[Book] Service Design for Urban Commons

This book explores the application of service design to urban commons, focusing on the Reggio Emilia Ducal Palace in Italy.

Experientia
15 Sep 2022

Public services, Service design

Systems thinking for public servants

How to use systems thinking to drive improved outcomes in complex situations.

Experientia
25 May 2022

HCD / UXD, Public services, Service design

Radical user-centricity, a key RegTech success factor

Regulatory Technology for the 21st Century

One of the key success factors of Regulatory Technology ("RegTech") is a commitment to radical user-centricity, according to a new white paper by the World Economic Forum.

Experientia
4 May 2022

Design, Service design

Systemic design toolkit

Free to download systemic design toolkit

Experientia
2 Nov 2021

Experientia, Retail, Service design, Socio-cultural change, Sustainability

People Going Full Circle – Free Experientia report

Download free Experientia report on the role of consumer behavior in making food purchasing and product packaging more sustainable.

Experientia
4 Oct 2021

Experientia, Retail, Service design, Socio-cultural change, Sustainability

Le persone che chiudono il cerchio – Rapporto gratuito di Experientia

Rapporto gratuito di Experientia sul ruolo del comportamento dei consumatori nel rendere più sostenibile l’acquisto degli alimenti e il packaging dei prodotti.

Experientia
4 Oct 2021

Behavioral sciences, Devices, Experientia, HCD / UXD, Health, Healthcare, Participation, Service design

Digital for Care – Free Experientia report

Download free Experientia report on key trends and design challenges in home and remote care when patient and caregivers use online platforms and on-body health devices

Experientia
4 Oct 2021

Behavioral sciences, Devices, Experientia, HCD / UXD, Health, Healthcare, Participation, Service design

Digital for Care – Rapporto gratuito di Experientia

Rapporto gratuito su tendenze chiave e sfide di design nell'assistenza a domicilio e a distanza quando il paziente e i caregiver usano piattaforme online e dispositivi per la salute.

Experientia
4 Oct 2021

Service design

The Scottish Approach to Service Design (SAtSD)

The vision for the Scottish Approach to Service Design is that the people of Scotland are supported and empowered to actively participate in the definition, design and delivery of their public services (from policy making to live service improvement).

Experientia
24 Jan 2021

Conference, Service design

Videos online of the SDGC conference 2020

All videos of the Service Design Global Conference of October 2020 [#SDGC20] are now available for free on youtube. Here the links to the keynotes and the talks (and links to slide decks when available).

Experientia
6 Jan 2021

Americas, HCD / UXD, Public services, Service design, UserResearch

VA creates US Government’s first-ever employee experience journey map

The employee experience (EX) journey map of the US Government’s Department of Veteran Affairs (VA) identifies the moments that matter during a VA employee’s career using the same human-centered design process that VA’s Veterans Experience Office (VEO) has applied in the development…

Experientia
25 Dec 2020

ArchitectureUrbanism, Cities & Infrastructure, Innovation, Scenarios, Service design, Socio-cultural change, Sustainability

[Essay] Helsinki Design Lab ten years later

A survey of Helsinki Design Lab's activities 2008-2013, with reflections on the three "bets" that the Lab made and their relevance today.

Experientia
30 Sep 2020

Design (general), Foresight, Scenarios, Service design

[Paper] Foresight and Design: New Support for Strategic Decision Making

Integrating design with foresight enables decision makers to contend with changes coming from the world (inbound change) and changes the organization creates to influence the world (outbound change; strategy).

Experientia
30 Sep 2020

Design (general), Ethnography, Service design, Socio-cultural change

Three reports to helps us address online manipulation

Research has gradually revealed the extent to which online manipulation has been weaponised to affect societies in almost every important way that society works. Yet while almost everyone is touched in one way or another by online manipulation, only a tiny part of society has generally been involved in confronting it.

Experientia
23 Aug 2020

Business, Experientia, HCD / UXD, Innovation, Service design

Human-centered innovation in a Covid-19 world

The Covid-19 pandemic is rapidly transforming our present and our future. What are researchers and designers learning that can help companies evolve their products and services to make them more robust within this fast changing context and market?

Experientia
22 Apr 2020

Art, Cities & Infrastructure, Culture, Foresight, Health, Scenarios, Service design, Socio-cultural change

Imagining the world after coronavirus, part 4

Fourth (and particularly rich) edition of features and articles on what may lie ahead.

Experientia
10 Apr 2020

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