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Publications
Say yes to the mess!
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)
STBY magazine – Service Innovation Inspired by People
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)
Design ethnography: Taking inspiration from everyday life
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)
No inter-disciplinary without disciplines
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)
Creative Thinking
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)
Charging Up: Energy usage in households around the world
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)
How sticky research drives Service Design
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)
Change: moving on to the next level
Keynote presentation by Geke van Dijk at the CHI Nederland conference in Leiden (11 June 2009). (PDF 4,6 Mb)
The presentation has also been recorded on video and can be viewed on Vimeo.
Designing Empathic Conversations for Inclusive Design Facilitation
Paper on inclusive design facilitation for the Heartlands project. Presented by Bas at the Include conference in London (6-8 April 2009). Authors: Bas Raijmakers, Geke van Dijk, Yanki Lee and Sarah Williams. (PDF 1.6 MB)
Open Innovation with a service design approach
Paper on Open Innovation project for Elsevier. Written by Geke van Dijk, Bas Raijmakers, Michiel van der Heyden en Toke Barter. Presented at the international Service Design conference in Amsterdam (24-26 November 2008). (PDF, 544kb)
HCI informing Service Design, and visa versa
Paper by Geke van Dijk. Presented at the workshop Service Design, during the conference HCI2008 in Liverpool (2-5 September 2008). (PDF, 336 kb)
Service Design
On popular request a one-page explanation on Service Design. This is a relatively new and successful approach to innovation and it is becoming increasingly popular in the creative industry. However, there are very few sources available that explain the principles of service design. This is clearly a case of practice-based development by early adopters such as STBY. Hit the ground running as they say… (PDF, 248 kb – in English and Dutch)
Inclusive Design
Also on popular request an overview of which research techniques are most suitable in each stage of the inclusive design process. This is another area that is only scarely documented. STBY developed this overview for a client report, but we feel that it should be publicly available to the wider community as well. (PDF, 36 kb)
Smart Street paper
Paper on experimental design research methods in a street in London, published by the Design Research Society and presented at their annual conference in 2008: Undisciplined!. The project was done with students from the Royal College of Art Design Interactions department. Co-authored by Wendy March (Intel) and Bas Raijmakers. (PDF, 732 kb)
Smart Street presentation
The presentation Bas did at the Design Research Society conference Undisciplined! (2008) on the above mentioned paper. (PDF, 4.2 Mb)
Girls and glossies
Press release by Spunk//STBY on a recently completed study among 15-16 year old girls. (Spunk//STBY is a joint venture for research specifically focused on issues regarding young people in The Netherlands.) (168 kb – in Dutch.)
International Service Design Northumbria 2008
Bas presented at the ISDN03 conference in Newcastle about design documentaries as a method to discover what matters to people. All presentations can be downloaded from the Northumbria University Design School website. Bas’s presentation can be downloaded here (PDF, 4,3Mb).
Passionate for People
by Geke van Dijk and Bas Raijmakers. Presented at the Design by Fire conference on 23 October 2007 in Utrecht, NL. (8.4 Mb, excluding video fragments)
Creative collaborations for innovative service design
by Geke van Dijk. Published in ‘Uncommon Ground: Creative encounters across sectors and disciplines’, edited by Cathy Brickwood et al., BIS publishers, Amsterdam, 2007. (PDF, 5.6MB)
Poster Design Documentaries
by Bas Raijmakers. He summarised and visualised his PhD thesis in this poster that was printed at the occasion of the graduation Show at the Royal College of Art in 2007. The image was modeled after a drawing in his sketchbook that he made when he was exploring different structures for the thesis during writing. RCA Communication students (at the time) Francesco Lanranjo and Catherine Guiral created the eventual graphic design through a series of iterations with Bas. 1000 Copies were printed of which about 700 were handed out in 2007 during the Show. (PDF, 0.5Mb)
PhD thesis Design Documentaries
by Bas Raijmakers. Completed in 2007 at the Royal College of Art, Design Interactions, London, UK. (PDF, 4,7 MB)
Pick and Mix: consumers moving between online and offline channels
by Geke van Dijk. PhD thesis, completed in 2007, Computing Department, Open University, Milton Keynes, UK. (PDF, 5 MB)
Rich viz – Design Documentaries
by Bas Raijmakers. Paper on design documentaries, published in ‘Rich Viz! Inspiring design teams with rich vizualizations’, edited by Pieter Jan Stappers et al., StudioLab Press, Delft University of Technology, 2007.
Pick n Mix: Consumers combining electronic and conventional service channels
by Geke van Dijk, Shailey Minocha and Angus Laing. Published in a special issue of the journal Interacting With Computers, Volume 19, Issue 1, Elsevier, 2006. (PDF, 540 KB)
Design Documentaries: Inspiring Design Research Through Documentary Film
by Bas Raijmakers, William W. Gaver and Jon Bishay. Presented at DIS2006 conference in State College, Pennsylvania. (PDF, 3.5 MB)
Multichannel consumer behavior: online and offline travel preparations
by Geke van Dijk, Shailey Minocha and Angus Laing. Presented at CHI2006 conference in Montreal, Canada. (PDF, 168 KB)
Channels, consumers and communication: Online and offline communication in service consumption
by Geke van Dijk, Angus Laing and Shailey Minocha. Presented at the Academy of Marketing conference in London 2006. This paper was awarded the Direct and Database Marketing Track Prize by the Institute for Direct Marketing. (PDF, 140 KB)
Investigating users out of the box: exploring multi-channel consumer behaviour
by Geke van Dijk. Presented at SIGCHI2006 conference in Amsterdam, The Netherlands. (PDF in Dutch, 3.6 MB)
A decade of web use
by Geke van Dijk. Presented at the conference A decade of web design in Amsterdam, The Netherlands, 2005. (PDF, 21.8 MB)
Applying User Context Analysis in evaluations of e-commerce environments.
by Geke van Dijk. Position paper for the workshop Total Customer Experience during the conference Interact 2003, Zurich, CH. (PDF 80 KB).
User research als inspiratiebron voor webontwerpers
(Usability research as source of inspiration for web designers)¬†by Bas Raijmakers.¬†Chapter in the book ‘Webontwerp’ in the series ‘Monografi√´n over vormgeving’.¬†Published for Dutch art students by [Z]OO / Vd Eindhoven, 2003. (Dutch text, PDF, 2.8 MB).
Usability testing is a means, not a goal
by Bas Raijmakers. Published in Usability РNutzerfreundliches Web-Design by Markus Beier and Vittoria von Gizicky (eds.), Springer-Verlag Berlin Heidelberg, 2002. (English translation, PDF, 156 KB)
Shopping pleasure at Bol.com
by Bas Raijmakers. Published in Usability РNutzerfreundliches Web-Design by Markus Beier and Vittoria von Gizicky (eds.), Springer-Verlag Berlin Heidelberg, 2002. (English translation, PDF, 768 KB))
Users are the energizers of multidisciplinary development
by Bas Raijmakers, for Lost Boys Amsterdam. Presented at the Sigchi.nl conference 2002. (PDF, 280 KB)