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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.

5 May 2015
Experientia designer Dohun YuLuck Jang 유록 featured 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 […]

19 December 2014
Putting People First blog redesigned

Experientia’s Putting People First blog has been redesigned. It is now entirely responsive, allows for easier browsing, searching, and filtering, and features larger images on the posts. The entire history of posts remains accessible as before. We are still tweaking things and welcome any feedback.

27 November 2014
Why the world needs anthropologists – an update

Why the world needs anthropologists – Coming out of the ivory tower Location: Padua, Italy, Centro Culturale Altinate/San Gaetano Date and time: Friday, 5 December 2014, 13:00 – 18:00 Padua, Italy, 5 December 2014 – The second edition of the international symposium of applied anthropologists attempts to erase the boundary between ‘pure’ and ‘applied’ anthropology, […]

26 March 2015

Gov.uk’s open policy making toolkit – practical guidance on ethnography and more

The Gov.uk 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

Gov.uk, 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 […]

12 August 2014

White House launches UX-focused Digital Service team

Yesterday, the White House formally launched the U.S. Digital Service. “The Digital Service will be a small team made up of our country’s brightest digital talent that will work with agencies to remove barriers to exceptional service delivery and help remake the digital experience that people and businesses have with their government.” The Administration also […]

27 July 2014

Applying insights from behavioral economics to policy design

Applying insights from behavioral economics to policy design Brigitte C. Madrian NBER Working paper July 2014 The premise of this article is that an understanding of psychology and other social science disciplines can inform the effectiveness of the economic tools traditionally deployed in carrying out the functions of government, which include remedying market failures, redistributing […]

18 July 2014

Improve the travel experience at airports

Over the past years the Amsterdam agency edenspeakermann_ collaborated in a European cooperation that aims to create a seamless air travel experience for passengers to Europe. As a result of research on four European airports they created the concept of the ‘Info Connectivity System’: a one-stop-shop for all travel information. Extensive research has been conducted […]

22 June 2014

Report: Mapping and developing Service Design Research in the UK

The aim of the Service Design Research UK (SDR UK) Network of the Network is to review and consolidate the current state of Service Design knowledge within the field of Design. Three workshops and three Advisory Board meetings formed the basis of the Service Design Research UK Network. Delivered and supported by practitioners and academics, […]

24 April 2014

Smart cities need smart citizens

The idea of the SMARTiP project is to take the experience developed by a wide range of existing user-driven, open innovation initiatives in Europe, particularly those developed through Living Labs, and to apply this experience to the challenge of transforming public services by empowering ‘smart citizens’ who are able to use and co-produce innovative Internet-enabled […]

9 March 2014

Swedish inspirations on design for public policy

The Forum for Social Innovation Sweden is a meeting place for academia, industry, government, civic society and non-profit organisations in Sweden striving to develop social innovation and social entrepreneurship. As part of its mission to share news, information, network and what is happening within this field, in Sweden and globally, it is worth calling attention […]

7 March 2014

The Great Convergence

Jesse James Garrett of Adaptive Path argues that the constellations in the user experience field are shifting and that we are experiencing some sort of collision of three different “galaxies”: “The customer experience community developed out of the marketing and customer support functions in organizations — in other words, the people traditionally mandated to pay […]

6 March 2014

How collaborating with patients improves hospital care

The Guardian reports on how a new UK project where patients and NHS staff work together to improve services shows that even small changes can have a big impact on the quality of care. The project, with an impossibly long name, has been designed by academics from Oxford university’s health experience research group and studies […]

5 March 2014

Campaign: Mobile card set of facilitation and training techniques

Are you a trainer? Do you facilitate meetings? Help the International Training Centre of the International Labour Organization (an Experientia client) to develop a mobile card set of 60 participatory knowledge sharing methods and technologies that you can use in any of your upcoming workshops or meetings. The cards will help you to make informed […]

13 February 2014

A case study on inclusive design: ethnography and energy use

Energy usage and conservation can be a seemingly mundane part of an individual’s daily life on one hand, but a politically, ecologically, and economically critical issue on the other. Despite its importance, there is a startling lack of insight into what guides and influences behaviors surrounding energy. With conventional quantitative analyses of properties and income […]

12 February 2014

The Museum of Future Government Services

The Museum of Future Government Services, which in Dubai on the 10th of February at the UAE Government Summit, is an interactive design futures exhibition. The Museum explores the future of travel, healthcare, education and urban services. It brings together over 80 designers, technologists and futurists from nearly 20 countries to imagine how these services […]

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