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.

Ask a Question

Post Your Idea

Newsletter Archives

Service Design News and Ideas

Prototyping Services Case Study: Storm Rescue Operations

Prototyping Services Case Study: Storm Rescue Operations

As Dorian moves its way up the U.S. coast, I’m reminded of our prototyping exercises for FEMA, our crisis communications team hunkered down for two weeks, devising plans for how FEMA would respond and operate its communications for future disasters

Smart Cities: Opportunities for Service Designers

Smart Cities: Opportunities for Service Designers

(Part of an ongoing series of potential service design opportunities.  International Service Design Institute) I am continually on a search for emerging opportunities for service designers. So far I’ve discovered service designers will be called upon to solve some of...

Steve Jobs – A Service Design Pioneer

Steve Jobs – A Service Design Pioneer

Steve Jobs, hoping to heighten shopper experiences, began experimenting with touchpoints early on in the evolution of Apple, according to his biographer. His first attempt was a cyber café, an idea built around demonstrating Apple products. But that proved unworkable...

With Service Design Prototyping, Patience is Key

With Service Design Prototyping, Patience is Key

Henry Ford and James Dyson share in common that they only realized success after multiple prototypes over the course of a decade or more, with the Model T and the Dyson cyclonic vacuum. Henry Ford explored at least nineteen designs prior to coming up with the iconic...

From Personas to Building a Fan Base

From Personas to Building a Fan Base

Building Brand Loyalty When it comes it building a fan base of loyal customers, using personas is just the beginning. For those who count on satisfaction surveys to measure performance, they are a waste, says renowned business strategist Fred Reichheld. “Glowing...

How Many Choices Are Too Many – Service Design Tips

How Many Choices Are Too Many – Service Design Tips

Malcolm Gladwell, the renowned New Yorker magazine writer and author, wrote about Campbell’s Soup Company's Prego spaghetti sauce and their struggle during the 1980s to compete against Ragu. In Gladwell’s recounting, Campbell’s called on famed researcher Howard...

From Personas to Building a Fan Base | The Net Promoter Score

From Personas to Building a Fan Base | The Net Promoter Score

The Net Promoter Score For those who count on satisfaction surveys to measure performance, they are a waste, says renowned business strategist Fred Reichheld. “Glowing customer satisfaction surveys don’t correlate tightly with profits or growth,” he said. “Most senior...

Stop Bashing Personas

Stop Bashing Personas

Amazon's Persona PhilosophyAmazon managers told students in a recent meeting that personas were not used, let alone considered at the mammoth online retailer. That sentiment seems to be growing with increasing numbers of critics bashing personas — a marketing method...

Traveling Soon? It’s Not How it Used to Be…

Traveling Soon? It’s Not How it Used to Be…

Travel Has Changed In a few days, the United States will celebrate its independence from England for a July 4th holiday. Celebrated with fireworks, cookouts, and visits to friends and family, this means lots of travel. As with most services these days, travel is not...