The Idea Lab

The Idea Lab is an information resource for service designers, where we share knowledge, including models and tools. By helping to grow and nurture service design through ideas, we hope to bolster the field of service design and careers of service designers.

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Service Design News and Ideas

What Service Designers Can Do to Design Better Services

What Service Designers Can Do to Design Better Services

Service experiences typically involve multiple services that make up an entire, complete service. One way to think about this concept: services are a sum of its parts. And, complex services are a sum of distinct services. Others would describe it as a service system...

Newly Released Service Design Book – The Master

Newly Released Service Design Book – The Master

The Third in a Trilogy of Service Design Handbooks Published by the International Service Design Institute (Tampa, Fl., March 25, 2020) — The International Service Design Institute has released The Master, the third in a trilogy of handbooks for service designers....

The Good News: Disruptive Innovative Services Will Bring Markets Back

The Good News: Disruptive Innovative Services Will Bring Markets Back

Stock markets as of late have taken dives and jumps due to fears around the Coronavirus epidemic, along with accompanied labor uncertainty. Yet in time, the markets will stabilize, and we’ll be just fine. That’s because we have a robust service sector, which is...

The Failure of New Coke

The Failure of New Coke

An Excerpt from The Master: A Handbook for Service Designers. (Available soon.) Anyone with a memory of the summer of 1985 will most likely remember the disastrous launch of New Coke, a reformulated recipe of the old standard. It was 1985 when the company suddenly...

NPS Remains Useful – But a Useful Tool is Not Always the Correct Tool

NPS Remains Useful – But a Useful Tool is Not Always the Correct Tool

It is easy to get caught up using one tool only to find it doesn’t get to the intended results.  Take the NPS (Net Promoter Score), a topic that was featured on UX Collective, January 20, “Is it time we move beyond the NPS to measure user experience?”  We think the...

To Know User Centricity is to Understand Service Design

To Know User Centricity is to Understand Service Design

In 2017, Chicago-based aviation security officers forcibly dragged David Dao Duy Anh from his seat, injuring his face on an armrest and then proceeding to drag him up the aisle, an incident that caused the Vietnamese-American to lose consciousness. That episode seemed...

Setting Up Organizations to Succeed – Service Concepts

Setting Up Organizations to Succeed – Service Concepts

Wendy Stephens’ young daughter left her teddy bear at one of the parks or at their hotel inside Disney World Resort in Florida. This can spoil a memory of a Disney experience for a young one, including this seven-year-old. When they realized the precious stuffed...

On Gathering User Feedback: Feedback Plans

On Gathering User Feedback: Feedback Plans

Sometimes service designers poke at new ideas by asking user groups about their lifestyles, beliefs and trends. These can turn out well, but there are other sources for ideas. Yet when it comes to finding out how users are getting along with a service experience,...

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