STBY » Publications

Design Documentaries workshop presentation

Bas Raijmakers — Thu, 01 Mar 2012 23:47:22 +0000

At the UX Hong Kong conference 2012, Bas Raijmakers ran a workshop on design documentaries, working with 50 participants to explore some Golden Rules for using film in design research. This workshop was a third iteration of a workshop previously organized for EPIC (Ethnographic Practice in Industry Conference) 2010 in Tokyo and Service Design Global Conference 2010 in Berlin. The workshop format has been developed by several Reach partners together. Slides of the presentation at the start and some of the results can be viewed at the design documentaries blog that Bas keeps for STBY.

Design Documentaries at UXHK A lively crowd of UX professionals came together in Hong...
Service Design & Multichannel Customer Journeys At the latest UX Hong Kong conference in February 2012,...
Design Research – thinking through making Bas Raijmakers gave a presentation on Design Research – thinking through...

Design Research – thinking through making

Bas Raijmakers — Thu, 01 Mar 2012 18:21:30 +0000

Bas Raijmakers gave a presentation on Design Research – thinking through making at UX Hong Kong 2012, the gathering for primarily Asian practitioners of UX design organized by our Reach-partner Apogee. The version offered here is a stripped down version without films and with low resolution images to not reveal details of our participants and clients.

Design Research talk at Q Festival What makes Design Research different from most traditional qualitative research?...
Design Documentaries workshop presentation At the UX Hong Kong conference 2012, Bas Raijmakers ran...
Design Thinking in Brazil The guys from Live|Work in Sao Paulo have just written...

Service Design & Multichannel Customer Journeys

Geke — Wed, 29 Feb 2012 11:41:29 +0000

At the latest UX Hong Kong conference in February 2012, Geke van Dijk presented a talk on ‘Service Design: Co-production at the moment of thruth‘ and a workshop on ‘Multichannel Customer Journeys: Connecting the touch points‘. A selection of the slides can be downloaded here. If you were there: send us your feedback. We are always happy to hear!

Customer Talk article on Service Design One of the editors of the online community for customer-focused...
Design Documentaries workshop presentation At the UX Hong Kong conference 2012, Bas Raijmakers ran...
Service Design at UXHK Geke's talk at UX Hong Kong was on 'Service Design:...

Say yes to the mess!

Geke — Thu, 21 Apr 2011 16:51:22 +0000

For ‘The week of Service Design’ on Molblog, the online platform of the Dutch Marketing Magazine, Geke van Dijk was invited to contribute an article to illustrate the benefits of design research for service innovation. ‘Say yes to the mess’ discusses how empathic research into everyday life generates insights that illuminate and explain the often eclectic series of touchpoints between consumers and organisations. These insights show how consumers make their own choices on what service to use, where, when, how and from who. From the perspective of an individual service provider these choices may seem elusive at times, but from the perspective of the consumer they often make perfect sense, as they are rooted in specific situations and circumstances. (PDF, 479 Kb – Only in Dutch)

Say yes to the mess! For 'The week of Service Design' on Molblog, the online...
Mobility, Cars and Refueling Experiences What do people care about in terms of mobility, and...
Stakeholder Research in Food & Retail for Ahold In collaboration with LBi Lost Boys, STBY recently conducted a...

STBY magazine – Service Innovation Inspired by People

Geke — Tue, 08 Feb 2011 15:09:01 +0000

Motivated by the limited amount of literature on design research and service design currently available, we initiated STBY magazine. The first issue was published and distributed to clients, prospects and peers during the past few months in hard copy, but we also want to offer the contents as a downloadable PDF here. STBY magazine offers a collection of case study based stories, intended to introduce both the theory and practice of the emerging fields of design research and service design. The contents is based on the work of STBY, being one of the leading pioneers in both these fields. The magazine shows what the projects were able to deliver – and a glimpse of the potential design research has to offer for service design in the future. (PDF, 4.4 Mb)

Say yes to the mess! For ‘The week of Service Design’ on Molblog, the online...
Say yes to the mess! For 'The week of Service Design' on Molblog, the online...
Stakeholder Research in Food & Retail for Ahold In collaboration with LBi Lost Boys, STBY recently conducted a...

Design ethnography: Taking inspiration from everyday life

Geke — Mon, 31 Jan 2011 15:33:31 +0000

For the book This is Service Design Thinking, recently published by BIS Publishers, Geke van Dijk contributed a chapter on design ethnography, in addition to the toolbox STBY edited for the book. Design Ethnography aims to understand the future users of a design, such as a certain service. It is a structured process for going into depth on the everyday lifes and experiences of the people a design is for. The aim is to enable the design team to identify with these people; to build up an empathic understanding of their practices and routines, and what they care about. This allows the team to work from the perspective of these users on new designs for relevant slices of their daily lives. Designers use this understanding to work on idea generation, concepts development and implementations. (PDF, 111 kb)

Say yes to the mess! For ‘The week of Service Design’ on Molblog, the online...
GOOD’11 – Thanks for taking part! Massive thanks to all of you who in some way...
Mobility, Cars and Refueling Experiences What do people care about in terms of mobility, and...

No inter-disciplinary without disciplines

Geke — Mon, 31 Jan 2011 15:01:07 +0000

Based on their keynote presentation at the service design conference in Berlin in November 2010, Geke van Dijk and Marianne Guldbrandsen wrote a paper for the latest edition of Touchpoint, the magazine of the international Service Design Network. The paper discusses situations wherein service designers work for client organisations that are relatively new to service design. These clients often have difficulties to see the value of incorporating a service design approach to their organisation and customer relations. They need more than just ‘a nice service design show case projectʼ. They rather need a more long-term process for change, and they have quite a journey to make in this sense. These journeys may well involve the engagement of various agencies who each work on different aspects of this journey. This poses an interesting and challenging opportunity for collaboration between agencies across different roles and different stages. This article describes the learnings from such a multi-agent project for a client that was new to service design. (PDF, 1.1 Mb)

Say yes to the mess! For ‘The week of Service Design’ on Molblog, the online...

Creative Thinking

Geke — Wed, 08 Sep 2010 16:37:53 +0000

For the recently submitted proposal for a new Dutch innovation programme demonstrating the added value of the creative thinking for business and economy, Geke van Dijk has written a contribution detailing the background, principles and process of Creative Thinking. The final text has been co-authored with Ruurd Priester from Lost Boys, and is included in the proposal as a special appendix. (PDF, 102kb)

Collaboration with Network Partners In the spirit of a true network company, we are...
Creative Conversations: Returning to Heartlands to Inspire New Thinking STBY recently returned to Heartlands, reprising our role as inclusive...
Design Research – thinking through making Bas Raijmakers gave a presentation on Design Research – thinking through...

Charging Up: Energy usage in households around the world

Geke — Wed, 07 Jul 2010 10:32:39 +0000

Article for Touchpoint 4, the journal of the international Service Design Network, by Geke van Dijk. ‘Charging Up’ is an international study of people’s practices and motivations in relation to everyday usage of energy in households. This study investigated the interest and willingness people have to review and potentially alter their daily routines in energy usage, and in this respect explored how energy providers may support their customers with new services and tools. (PDF, 352kb)

Defining ‘Smart’: Using Video to Explore Smartphone Usage Do people in different countries have different ideas as...
BNO picking up on Service Design The main association for designers in The Netherlands, BNO, published...

How sticky research drives Service Design

Bas Raijmakers — Wed, 28 Oct 2009 23:03:24 +0000

At the 2009 Service Design Network conference in Madeira, Bas presented a paper with Andreas Sommerwerk of Deutsche Telekom AG. The title is “How sticky research drives service design,” and the paper was also written by Indri Tulusan of Spur and Julia Leihener, co-director with Andreas of the Creation Center in Berlin. The paper tells the story of how we used little movies throughout a design process for new concepts that enhance community interaction on mobile phones. (PDF, 3.6 Mb)

‘Design as Service’ – An International Symposium during Dutch Design Week How are the roles of designers changing in a world...
BNO picking up on Service Design The main association for designers in The Netherlands, BNO, published...
Stakeholder Research in Food & Retail for Ahold In collaboration with LBi Lost Boys, STBY recently conducted a...