Publications Archives

Paper: Learning and practicing in service design

At the ServDes2018 in Milan, the global academic Service Design conference, Bas Raijmakers was invited to be Chair of the Learning & Practicing track, with Ana Meroni and Alessandro Deserti. The paper Learning and practicing in service design analyses the contributions to this track. They can be summarised in a few directions: 1) service designers take up the role of educators within organisations more and more; 2) service interactions with ‘non-human agents’ need to be better understood ; 3) design is no longer just transforming organisations but also their relationships with…

Paper: Imagining speculative care and support futures

MyFutures was a 2-year academic-public-private project (2016-2018) to create services and tools that take the future thinking and making skills of designers and put them in the hands of the people who need to make decisions about care and support. As part of the project, the paper MyFutures, Imagining speculative care and support futures in The Netherlands was written by Bas Raijmakers, Renee Scheepers (Design Academy Eindhoven) and Froukje Sleeswijk Visser (TU Delft). The paper was presented at the Cumulus Conference in Bengaluru November 2017 in India. Cumulus is the biggest global…

STBY case study on experiencefellow.com

A STBY case study is published on the website of ExperienceFellow. STBY used the mobile ethnography tool ExperienceFellow in order to get a better understanding of the perspectives of Dutch people on health and sustainability in food.

The article shows how diverse private and governmental parties worked together in order to better understand the eating habits and attitudes of Dutch people. The focus of the research was how to best encourage people to eat more sustainable food. Although most people in the Netherlands are aware of the importance of a healthy diet, many have difficulties getting…

Two STBY cases in This is Service Design Doing

The practitioners’ handbook: This is Service Design Doing, applies service design in the real world. It includes short descriptions of some of the core service design methods.

We contributed to the book by writing about two case studies, together with our clients Google and Vodafone. The first case is about the Service Experience Design methodology Vodafone developed and fine-tuned. We did deep-dive design research on several of their customer journeys. In our article you can read how customer journey mapping for specific projects can be linked up to customer life cycles with a more strategic…

Pioneers: Thoughts on Global Design Research

We are happy to share our latest publication exploring global design research through STBY’s experience alongside our global network and partners.

As the world becomes increasingly global and interconnected, more organisations must take the local and global into account when thinking about strategy and innovation. This sounds straightforward and sensible, but how do enterprises actually identify, conceptualise and design new products and services amidst the forces of globalisation? Pioneers: Thoughts on Global Design Research explores these questions through a collection…

Empathic Conversations

In this article, we explore our approach to enabling empathic conversations in our design research, between researchers and participants and among the wider client and design teams. Using a case study of a recent project exploring patient support networks, we look at the important roles continual contact, engaging interview materials, and visually capturing and communicating play in enabling empathic conversations, that can generate rich, in-depth insights for design.

The full article is available as a PDF here, and as an article on Medium here.

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Article in Form magazine: Tackling the Refugee Crisis

In this article in Form magazine, Marie de Vos describes the process behind ‘What Design Can Do Challenge’ of February 2016, which asked what design can do for refugees. The refugee crisis certainly belongs to the category of so-called wicked problems, that contain so many unpredictable interdependencies and unknowns that they resist solutions using any single model or traditional sequential approach. She outlines the approach used to deploy the creativity and problem-solving approaches of designers to ensure that they genuinely make a difference to people caught…

Viewfinders: Thoughts on Visual Design Research

We’re very excited to have published Viewfinders: Thoughts on Visual Design Research, exploring the rich potential photography, film and beyond hold for design research. Bas Raijmakers and Samantha Miller co-authored and edited a collection of writing that includes learnings from STBY projects, inspiration from fields such as documentary film, and relevant project examples ranging from speculative design to art photography.

With a special contribution from Goldsmiths’ Interaction Research Studio on ‘Thinking with Pictures’, Viewfinders …

Publication in Touchpoint: Giving Disruptive Innovations a Chance

Marie de Vos co-authored an article Giving Disruptive Innovations a Chance in the Service Design Journal ‘Touchpoint’. Why do promising innovations initiated inside companies and other organisations fail to make it implementation? There is a difference between the current perception of the road from idea to implementation, and the reality of how new concepts are genuinely created, developed and delivered. What shape does this path take, and how can designers actively support successful innovation? The authors identify and describe three core activities. The full article is available in Touchpoint…

Interview in Dude

The latest edition of Dude (the Dutch designers magazine published by BNO) is curated by Ellen Schindler from Kossman.dejong and includes an interview with STBY. The interview explains the background and profile of STBY, and specifically zooms in on the global design research network REACH we initiated in 2008 to cater for our international clients. The interview, authored by Viveka van de Vliet, describes us as ‘world-class specialists in design research’, who keep pioneering at the forefront and are thereby continually shaping this emerging field of expertise. For our international portfolio of innovative…

Orchestration

Bas Raijmakers co-authored an article about ‘Orchestration’ in the latest issue of CRISP magazine. “So many, you can’t get around it, So complex, you can’t get under it, So diverse, you can’t get over it, This is a chance to orchestrate your way out of your constrictions!” The article explores how ‘orchestration’ functions in Product Service System (PSS) development, helping to align collaborators and achieve harmony in a system where complexity can and should be embraced. A pdf of the full article is available here, and the complete CRISP magazine #5 is available here.