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Service design

Daily insights on user experience, experience design and people-centred innovation,
by international UX consultancy Experientia.
Searched by tag:

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.

29 September 2015
[Experientia book] Ethnography on elderly health and wellness

As we age, we increasingly depend on public services and the community for support. Well-designed public services can greatly affect the lives of the elderly and their experiences of healthcare. Experientia collaborated with DesignSingapore Council on understanding how the elderly interact with public services and how we can look towards improving their lives with design. […]

2 July 2015
Getting citizens involved in protecting fragile energy environments

A new project funded under the FP7 European Commission framework is getting citizens involved in testing new tools for reducing energy consumption during peak loads, in the hope that its pilot program will set the new state of the art for protecting locations with fragile electricity supplies. One of France’s most fragile regions The Provence-Alpes-Côte […]

5 May 2015
Experientia designer Dohun YuLuck Jang 유록 in Design 4 Disaster

Design 4 Disaster features an engaging illustrated safety manual for ship passengers, a personal project by Experientia designer Dohun YuLuck Jang 유록. After the Korean ferry accident last year, Yuluck (who is Korean) wanted to find a way to make safety manuals more interesting to read. He spent one year designing an interactive safety guide […]

16 March 2015
Better Health and Wellbeing: Giving the elderly in Singapore sparkling golden years

Invitation: sharing session, Singapore, 30 March 2015   What are the hopes and fears of the elderly in Singapore? How can designers offer solutions that support the elderly in managing their health and wellness? What can healthcare professionals do to help them keep active? What role can technology play in the elderly’s daily lives? Design consultants […]

1 January 2015
Happy Playful New Year
21 December 2014
Experientia’s Twitter feed live

Experientia has now its own Twitter feed. Four months of Putting People First posts and other links have already been uploaded. If you followed Experientia on Twitter through the feed of its CEO, Mark Vanderbeeken, make sure to now also follow the company (but don’t unfollow Mark, who will keep on tweeting away). And while […]

29 September 2015

[Experientia book] Ethnography on elderly health and wellness

As we age, we increasingly depend on public services and the community for support. Well-designed public services can greatly affect the lives of the elderly and their experiences of healthcare. Experientia collaborated with DesignSingapore Council on understanding how the elderly interact with public services and how we can look towards improving their lives with design. […]

5 September 2015

Ezio Manzini talk at the RSA (London)

Excerpt (above) – full replay Abstract H​ow do we nurture conditions in which a diffuse creativity can flourish and evolve through collaborative organisations and, in so doing, realise meaningful steps towards a more resilient and sustainable society? In his talk at the RSA (on 30 June), Ezio Manzini, author of Design when Everybody Designs (MIT […]

5 September 2015

Prototypes capturing new user experiences for bicycles

Back in May 2015, the Urban Futures team of the Future Cities Catapult (based in London, UK) completed a design research project around cycling. This short project uses film to sketch out some possibilities of contemporary technologies such as wearables and Internet-of-Things, in order to imagine new user experiences for cyclists. It’s covered in depth […]

15 August 2015

Innovation labs as public change agents

Jesper Christiansen and Runa Sabroe of the Danish human-centred internal governmental body MindLab ask how to increase the effectiveness and legitimacy of public sector interventions – both by creating the actual outcomes that are politically intended, and by enabling a more open approach to governance by involving and building on the resources of citizens, communities […]

1 August 2015

[Report] Design for Service Innovation & Development

Design for Service Innovation & Development: Final Report Edited by y Daniela Sangiorgi, Alison Prendiville, Jeyon Jung and Eun Yu May 2015 DeSID (Design for Service Innovation and Development) is a six-month scoping study funded by the AHRC (Arts and Humanities Research council) into the different ways that Service Design contributes to service innovation. The […]

31 July 2015

Service Design in Consumer Banking: the challenges and opportunities

Last month the people from Irish UX consultancy Frontend Design looked at the UX revolution in healthcare and how changes in that sector are moving towards putting the customer at the centre of the service. The banking sector is experiencing similar upheaval at the moment and facing similar challenges. In this month’s article, we look […]

31 July 2015

[Book] Excited to announce the new book by John Thackara

How to thrive in the next economy by John Thackara Thames & Hudson August 2015, 192pp Abstract Drawing on a lifetime of travel in search of real-world alternatives that work, I describe how communities the world over are creating a replacement, leave-things-better economy from the ground up. Each chapter is about creative ways to tackle […]

27 July 2015

Breaking Free from The Lean Startup religion: The Service Designer Manifesto

Breaking Free from The Lean Startup religion: The Service Designer Manifesto by Tenny Pinheiro Eise Books July 21, 2015 – 52 pages Free on Kindle Abstract Our civilization is facing complex, systemic and scary wicked problems. It is already known that the exclusion for over 100 years of human variables from the production equation had […]

18 July 2015

LSE anthropologist: microcredit only adds to poverty

Far from being a panacea, small loans add to poverty and undermine people by saddling them with unsustainable debt, argues anthropologist Dr. Jason Hickel of the London School of Economics: What’s so fascinating about the microfinance craze is that it persists in the face of one unfortunate fact: microfinance doesn’t work. Of course, there are […]

4 July 2015

Videos online of KISD service design conference

On May 18th 2015 the Köln International School of Design (KISD) in Germany hosted the conference “Service Design – Redefining the Meaning of Design“. Designers, companies and scientists shared insights on theory and practice of Service Design and discuss the changing role of design in our economy and society. Most of the videos are now […]

19 June 2015

Nesta report and case studies on people-centred smart cities

For smart cities to reach their full potential, they need to focus on the citizens living in them, not just technology, write researchers Tom Saunders and Peter Baeck of Nesta, the UK innovation charity Traditionally, smart cities have emphasised hardware – the internet of things, ‘big data’ and advanced computing – over the needs of […]

26 March 2015’s open policy making toolkit – practical guidance on ethnography and more

The open policy making toolkit is a practical guide to techniques that can help you make better policy. The toolkit, which brings together the latest techniques to improve making and delivering policy, is based on the principles of open policy making – to be open to new techniques, new evidence and new expertise so […]

24 March 2015

Presentations online of IEA energy efficiency behaviour workshop

The 11th and 12th of March, the International Energy Agency [IEA] in Paris hosted a workshop on energy efficiency and behaviour in the buildings sector. The goal of this workshop was for representatives from IEA member countries and key emerging economies to share experiences with designing, implementing and evaluating innovative energy efficiency initiatives that take […]

1 March 2015

Italian bank offers user-friendly home security kit

The Smart Care unit of the insurance arm of the Italian bank Intesa Sanpaolo has just launched an innovative home security offering. Branded “ACasaConMe” [AtHomeWithMe], the service combines a personalized insurance package and a security kit that people can easily install themselves [as demonstrated in this Italian language video]. The insurance package covers typical home […]

16 January 2015

Case study: Service innovation in the public sector

Case study: Service innovation in the public sector Service Design Network site This case study is based on a series of public sector projects commissioned by the Chamber of Commerce in conjunction with local governments in two large cities in The Netherlands. A nationwide survey had recently rated the services provided by the local councils […]

16 January 2015

Videos online of Service Design Global Conference 2014

On 7-8 October around 650 global thought leaders and practitioners from sectors such as hospitality, insurance, retail, telecommunications, finance, IT and healthcare gathered in Stockholm for the 7th Service Design Global Conference. Coming from 40+ countries, they gathered to share the latest thinking, trends and best practices to empower change through Service Design. The videos […]

5 November 2014

Creating government tech systems with excellent UX and ‘good enough’ security, the website of the UK Government’s Digital Service that merges the websites of all UK Government Departments and many other agencies and public bodies, has posted a draft guidance document on risk management of cyber security in technology projects. Based on user interviews and over ninety user stories, they found it to be essential […]

31 August 2014

Converting your home to LED lights is still a challenging user experience

Switching to LED bulbs in your home is still a bit expensive, but makes a lot of economic sense – as you quickly earn your money back through a MUCH lowered electricity bill. Yet it is quite a challenge for most people. I just successfully replaced 40 halogen and incandescent bulbs of the most varied […]

28 August 2014

How EU leaders can listen to the views of their citizens expressed on Twitter

Vox Digitas By Jamie Bartlett, Carl Miller, David Weir, Jeremy Reffin, Simon Wibberley Report, 24 August 2014 ISBN 978-1-909037-63-2 Free download Over the last decade European citizens have gained a digital voice. Close to 350 million people in Europe currently use social networking sites, with more of us signing into a social media platform at […]

27 August 2014

Service design toolkit

The toolkit for service design is an introduction to the methodology of service design. With a simple step-by-step plan it offers you a practical do-it-yourself guide. The kit contains workshop templates, posters, a manual and technique cards, some of which can also be downloaded. It is the outcome of a partnership between Namahn and Design […]

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