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

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...

Required Of Service Designers – Do You Have What It Takes?

Required Of Service Designers – Do You Have What It Takes?

The following, which could even be considered a job description for a service designer, was accumulated from asking senior service designers, service design firm leaders, business leaders, and those who hire service designers. Basic Understanding – The components of a...

The Story of Service Design – The Practice of Designing Services

The Story of Service Design – The Practice of Designing Services

The practice of Service Design is shared by service designers globally, including most of Europe, where it took hold, to North and South America, Asia-Pacific (Australia and New Zealand), throughout Asia, including India, China, Malaysia, Singapore, and in Africa,...

The Need to Prototype

The Need to Prototype

What it Takes to Design Successful Services-Prototyping! (an excerpt from The Master, a Course Based on the Service Design Book of Knowledge) Henry Ford, James Dyson and Steven Ausnit, among many others, only realized success with their innovations from prototyping. ...

The Story of Service Design – The Practice of Designing Services

The Story of Service Design – The Practice of Designing Services

The practice of Service Design is shared by service designers globally, including most of Europe, where it took hold, to North and South America, Asia-Pacific (Australia and New Zealand), throughout Asia, including India, China, Malaysia, Singapore, and in Africa,...

Communicating Complexity With Service Blueprints

Communicating Complexity With Service Blueprints

There is a Pentagon chart that shows how complex weapons systems evolve from idea to delivery. It can be found plastered on walls throughout government agencies, defense and space manufacturers and an infinite number of service providers. The chart, known as...

The 5 Principles of Service Design

Dear ISDI, Last issue you highlighted 5 principles of service design. What are those meant for, exactly? Are they a checklist? Judy K. Chicago, Ill Our Answer: Thank you for your question, Judy, These 5 principles struck us as important for several...

New Zealand Turns to User-Centric Design to Solve Complaints

New Zealand Turns to User-Centric Design to Solve Complaints

The government of New Zealand organized an innovation showcase this week, offering some user-centric solutions and a little humility in response to community complaints. What may be somewhat unusual from some governments, the Ministry of Business, Innovation and...

New Healthcare Service Experiences

New Healthcare Service Experiences

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 healthcare needs. The new healthcare experience will be different, hospital...

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