06 Jan

Why innovation requires staying close to your customers (part 1)

Does innovation drive the markets and create demand? Or do continuously changing customers’ needs push companies to adapt their services and products to changed circumstances? Innovation is not the goal, but the ultimate way to stay relevant and valuable and meaningful to your customers.

Nowadays companies can only survive if they have the ability to innovate adequately and to anticipate to changing needs. This is easier said than done. Especially for large, established product and service leaders. These ‘oil tankers’ follow the same path, just as they have done for years, and are having a hard time to change direction. Read More

04 Nov

Service Design Days 2018

Friday and Saturday, October 5 and 6, over 300 design and business experts met at Barcelona’s Design Center to join the 3rd edition of the Service Design Days.

The theme of the Service Design Days 2018 was ‘adapting to change’. Change is here to stay. A growing number of new service concepts are entering traditional markets. Customers are more demanding and their needs and habits change rapidly. Climate change and scarce natural resources are heavily impacting the daily life of individuals, businesses and societies. And new technologies require different skills from employees.

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02 Jul

What is good service design?

Lou Downe, Director of Design and Service Standards for the UK Government, asks herself: What is a good service and why are we so afraid to talk about it?

Lou Downe states: “We need to understand that most people can spot a bad service, but won’t be able to tell you why it’s bad or how to fix it. This is the same with graphic design – where most people will be able to identify a bad road sign, but won’t be able to tell you that the kerning is too tight. It isn’t fair to expect them to do this, just as it isn’t fair for us to charge for our services as designers if we can’t. So, in the absence of anything else, here are 15 principles on what makes a good service. They’re based on years of working on bad services, and trying to build good ones.”

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06 Jun

It’s all about design

Can design – finally – take off its visual coat? Is it time to reveal its inner self? And if so, are we accepting that everyone is a designer? Remember what Steve Jobs said: ‘Design is not just what it looks like and feels like. Design is how it works.’ Let’s go one step further…

We agree with Daniel Burka when he writes about ‘Everyone is a designer. Get over it’. Everybody in a company is influencing the experience a customer has with that company. It is not just the visual, UX, UI or service designer. It is not about designing a store, an interface or a service. It’s what everybody from that company is writing, visualizing, saying, and doing. So is everybody a designer?

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24 Oct

Overview – Service Design Days 2017

Friday, October 6, 2017 around 250 design and business experts met at the inspiring old Estrella Damm beer factory to join the Service Design Days.

During two days, they learned that human-centricity is key in nowadays business. They gained insight in how customer centricity has become the new business culture and how context is one of the most critical variables in service design. Moreover, they experienced that making people more important than processes generates value and not only can change customers’ behaviour but also can solve cultural problems. A summary of the keynotes, case studies and masterclasses is provided here.

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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.

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