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HERE ARE SOME OF THE STORIES WE ARE WORKING ON TO INCORPORATE IN OUR COURSES.
What is Service Design Really? Theory to Reality
There are different definitions of service design – many are aspirational ideas that originate in academia. As a practicing service designer, from my experience, the definitions that are often repeated are inadequate.
Taking Services Down The Road
Carol D. bought a Lexus in the mid-2000s equipped with a heads-up LED map display with maps located on CDs in the armrest. As the maps got out of date, the dealer offered to replace them for $400. Her latest Lexus comes with over-the-air real-time maps that she paid...
Service Design Touchpoints (And How To Build Them)
Many service providers are not taking full advantage of Touchpoints, a communications channel that service providers use to communicate with users to enhance their experiences. Touchpoints are used for influencing users' experiences and gathering feedback. They are...
A Prescription for Growing Service Design
A new poll suggests there are barriers in the way of growing the field of service design, a discipline traced to the early 1990s that claims more than 2 million skilled professionals who solve major challenges and bring in added revenue, among other benefits. The...
Why Use a Service Blueprint? (A Service Design Technique)
An excerpt from The Journeyman, the second service design course in the three-part series on learning service design Companies face pressure to develop new sources of revenue. Often these sources are from services. Successful services are a reliable, long-term,...
Annual State of Service Sector Trends – International Service Design Institute
Here we lay out our vision for the trends of 2022. All the projections are based on what already exists right in front of us; some are more subtle than others. Feel free to join in the fun of prognostication by leaving your predictions in the comments! Let’s begin:...
Service Design Principle No. 1: Serve User Needs
There was a time when business analysts were predicting the failure of Netflix's streaming service. Once a leader in CD movie rentals by mail, in 2007, Netflix was shifting its business model to online streaming, following the launch of Amazon Prime Video that...
An Amazon Service Experience
A shopper's service experience on Amazon can begin at many trigger points on the site. The navigation bars are always in view, “where users expect to find them,” say the authors of “An Analysis of the Amazon Shopping Experience.” The search function is intuitive,...
Where New Service Ideas Come From: The Difference Between Trends and Fads
(An excerpt from The Journeyman online service design course "Developing New Service Ideas.) Spotting a trend doesn't require the services of a professional prognosticator. However, it does require knowing the difference between a trend and a fad. A trend — using its...
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