Phone: +44 20 3239 1399
London, United Kingdom
www.thinkdesignmanage.co.uk

Service Design

Home » Service Design

Global Service Design Conference in Madrid Global Service Design Conference in Madrid Source: International Service Design Network Source: International Service Design Network Source: International Service Design Network Source: International Service Design Network Source: International Service Design Network Source: International Service Design Network Global Service Design Conference in Madrid Source: International Service Design Network Global Service …

Read more

A well-designed operating model is the bridge that allows a company to enable a fully joined up holistic customer experience and turn its CX strategy into results. In my work I help to clarify where and how critical customer support work gets done in the organization, across digital and physical interactions. The largest impediment to …

Read more

Banks aren’t getting disrupted by finch, they’re getting disrupted by customer expectations. Global enterprises (Apple, Google, Virgin, Philips, Amazon), social entrepreneurs. (Facebook, LinkedIn), and other innovators (IDEO, Fjord, EY Seren) have all used human-centered design (design thinking) to create solutions for many different types of challenges and business opportunities. Design thinking has been applied to …

Read more

This is how Design Thinking empowers customer experience. The May edition of Touchpoint – The Journal of Service Design explores the relationship between service design (design thinking applied to design of services) and customer experience departments (CX). For many organisations CX has been a function that has measured and captured customer insights through Net Promoter Scores or various analytics. Often, however, data gathering …

Read more

  A customer journey map is a tool that helps to improve your customer experience by breaking down interactions with customers to specific points — from when you initially create awareness of your service or product to when they actively seek to research your brand, select one of your products or services, make a purchase …

Read more

As a service design and digital consultant with an accent in visual storytelling I pay close attention to the ever-changing trends of design, on and offline. With the new year approaching there are more and more articles out there elaborating on some of the most prominent trends in visual communication, service and web design for …

Read more

There are thousands of airlines but only very few have mastered the passengers’ end to end experience across their website, mobile apps, departure lounges, in-flight experience, in-flight entertainment and overall customer service. With my recent flight to Atlanta I had a chance to verify what I read and heard about Virgin Atlantic,  and experience first …

Read more

Given the changing nature of a global workforce (rapidly growing percentage of Millennials among our workforce), concerns regarding skills shortages and the gradual shift of “power” to the employee, as well as changes in consumer behaviors related to new technologies, employee experience should be a primary focus area for any HR transformation programme, digital redesign …

Read more

Below there’s a link to the article I wrote for Design for Europe website, a case study on my recent work for The Coca-Cola Company. When Coca-Cola’s GBS moved its regional operations to Warsaw , it decided to take a fresh approach to the way the organisation provided services to The Coca-Cola Company and its partners. The idea was to treat …

Read more

Report analysing trends in UK and internationally   Last month a UK based research network (DeSID), in collaboration with the Design Council released an insightful report summarising wide trends in service design internationally with specific focus on the UK market. The research shows that service design is a rapidly growing but new industry mostly comprising …

Read more
Page 1 of 2 12