Tag: design thinking

  • A state of service design (view from the top of the world)

    This top of the world! It’s been a busy month of many dialogues, conversations, presentations, seminal decisions, great client work, painful service design moments, great service design moments. That means this post has gone through some incarnations: From love letter To surprised yet slightly reserved observation To rant (strewn with swears galore…galore I tells ya!)…

  • What is a service – pt 1 & 2

    First off, I subscribe to the definition of ‘service’ as the range of touchpoints a human interacts with, over time, in order to achieve their goal/fulfill their need. For ‘service design’ I broadly define it as the conscious process of crafting and planning the overall experience of the service (i.e. interactions and touchpoints), as well…