STBY » Publications

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...
STBY magazine – Service Innovation Inspired by People Motivated by the limited amount of literature on design research...
Mobility, Cars and Refueling Experiences What do people care about in terms of mobility, and...

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)

STBY magazine Motivated by the limited amount of literature on design research...
Design Research for Service Innovation Our creative research projects connect service providers with the lives...
Say yes to the mess! For ‘The week of Service Design’ on Molblog, the online...

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...
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...

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)

Are you being served? Collaborations to improve services for train travellers STBY have recently been working on a large-scale project in...
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...

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...
Visionary and curious: Exploring Creative Leadership for THNK To support the development of THNK, the Amsterdam School of...

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)

FD picking up on Service Design One of the major Dutch newspapers, Het Financieele Dagblad (translated...
Design Research for Service Innovation Our creative research projects connect service providers with the lives...

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 Research for Service Innovation Our creative research projects connect service providers with the lives...

Change: moving on to the next level

Geke — Mon, 27 Jul 2009 12:05:31 +0000

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.

TiSDT – Second Print Run, and a New Trailer! This is Service Design Thinking has been flying off the...

Designing Empathic Conversations for Inclusive Design Facilitation

Geke — Fri, 10 Apr 2009 17:07:52 +0000

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)

First Service Design Talks event in London, 22 March 2011 Following in the footsteps of the successful series of Service...

Open Innovation with a service design approach

Geke — Wed, 26 Nov 2008 15:04:15 +0000

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) Design Research for Service Innovation Our creative research projects connect service providers with the lives... STBY magazine – Service Innovation [...]

Design Research for Service Innovation Our creative research projects connect service providers with the lives...
STBY magazine – Service Innovation Inspired by People Motivated by the limited amount of literature on design research...