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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06 Apr

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

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 Traditional business models lose their strengths and existing success formulas become outdated.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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23 Sep

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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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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