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
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
(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, 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...
Comprehensive Foundation Published for the Field of Service Design
ISDI issues the Second Book of Knowledge (BoK) for the field of Service Design. The Bok Established a Standard that Service Designers and Employers Can Use for Assessments, Certification, Training, and Reference.
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...
Healthcare Delivered on Your Terms – Patient Experiences Through Service Design
Excerpt from The Apprentice, Service Design Book of Knowledge: https://amzn.to/2M704h9 There is a critical role for service designers in healthcare to help transform the sector from treating illnesses to preventing them, implementing tailored approaches to individual...
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
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
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...
ISDI Releases First in the Service Design Book of Knowledge Series (The Apprentice)
The International Service Design has released "The Apprentice," the first in a three-part series - Service Design Book of Knowledge(tm) - as part of a project to establish standards and practices for service designers to practice the field of service design. Service...
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…
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...