02 Nov

Innovation with the customer at the centre

Sector boundaries are blurring. Traditional business models lose their strengths and existing success formulas become outdated. The ever-changing needs of today’s demanding, and always-online customer has become the new constant.

In order to stay in business, organizations need to have a proactive, customer-centric approach. This requires an open, innovative and change-oriented corporate culture. But not every organization is able to quickly adjust to this new reality, and can realise a cultural change. Small, new, disruptive players seem to be more successful than existing organizations. Why? They are design-driven. Read More

20 Jul

The Service Design Days 2016 in Barcelona

Together with a group of like-minded strategic designers, we are organising the Service Design Days 2016 on the 7th and 8th of October in the heart of Barcelona. And you can join us! Are you looking for ways to transform your business to stay ahead of your competition?

The Service Design Days offer you the opportunity to learn from strategic design thinkers and doers. And to follow the successful transformation of design-led, customer-centric companies. This event is one of the first events in Europe that focuses on service design for decision makers. It connects strategic designers with business and vice versa.

You will be challenged to use your creativity and responsiveness to understand tomorrow’s customers. You will learn about new, successful tools how to stay relevant and valuable and build lasting customer experiences. Besides that, entrepreneurial brands will share their learnings on how to transform and innovate in a design-led way.

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23 May

Being customer-centric is key

Based on profound research by Millward Brown it shows that adopting a customer-centric mindset and a healthy approach to data & analytics are crucial aspects for a company’s success.

Interesting is the fact that the survey compares “winners” with “losers”. What makes a successful company successful? The answer: The “winners” stand out because their customers always stay at the centre of their activities, from bottom to top and vice versa.

millward brown customer centric thinking

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10 Apr

The complex relationship between customer data and design

Both expertise areas, UX and Marketing, are focussed on the same thing: getting to know the (potential) clients, the users of the products and services, and making their journey as valuable as possible by understanding them, interacting and cocreating with them, and making this relationship sustainable.

I remember that I discussed with one of my dear Dutch UX friends the fact that “UX” for some clients still is “making wireframes”. They think that experts that work in this field are visual designers that focus on interface design. Next to the fact that interface design is important to improve the user experience of a digital service, UX experts are not necessarily visual designers. Quite the contrary! Especially strategic UX experts combine data with (visual) experience aspects; being a customer data/behaviour analist and using those data to map the whole customer journey, and defining and engineering (digital) services to optimise that journey. All of that based on clear business goals and KPIs, not for the sake of pretty design.

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05 Apr

The Service Design Days – almost ready

Yes, it is a fact. Together with the help of many experts in innovation, lean startup, service design and experience design, we will be able to offer a unique event in Barcelona!

In the past months the group of experts has been growing, and we are almost ready to start communicating about the unique two-days event that we are organising.

The idea behind this event originated one year ago, when three like-minded creative professionals shared their visions about the new continuum: the changing society, and how companies can stay relevant and connected in a fierce business landscape. Read More