Publications Archives

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.

Embracing Complexity

Marie de Vos co-authored an article about ‘Embracing Complexity’ in CRISP magazine #5: “Product Service System development is hard, but pretending complexity disappears when you ignore it solves nothing. PSS design teaches designers to embrace complexity and discover the rich insights that lead to excellent PSSs.” Issues with complexity are not limited to technology, but have to do with social reactions and behaviours brought about by a particular system. The pdf of ‘Embracing Complexity’ is available here, and the complete CRISP magazine #5 is available here.

Routledge Companion to Design Research

STBY was invited to contribute a chapter to the book 'Routledge Companion to Design Research', edited by Professor Paul Rodgers and Dr. Joyce Yee for Routledge, Taylor and Francis.....

Designing Relationships

‘Designing Relationships’ in the latest issue of CRISP was co-authored by Geke van Dijk: “As we move from mass-produced, one-size fits all products to personalised, adaptive and evolving Product Service Systems, the design deliverables take on other forms.” In the article, they look at ‘what comes out of the box when the user unpacks what they paid for’, and reflect on the new results that design should bring.” The pdf of the full article is available here, and the complete CRISP magazine #5 is available here.

This is Service Design Thinking

STBY was asked to edit the tools section of this first comprehensive book on the practice of Service Design. The initiators of the book, Marc Stickdorn and Jakob Schneider, did a great job in involving many pioneers from the early Service Design community in contributing ideas and generally supporting this massive project. A big sweep was made to collect popular methods and techniques. This ended up in a huge pile of extremely varied input material. There was a lot of overlap, through re-branded and re-purposed sources, and the formats and level of detail of the pieces made it almost impossible…