Our studios in central London and central Amsterdam are perfectly situated to host these Service Experience Labs. In London we are close to Liverpool Street station, so easy to reach. And in the immediate surrounding of both an upmarket business environment and a buzzing creative area. In Amsterdam we are at Vijzelstraat in the canal area,easy to reach from Centraal Station, with many buzzing streets and venues around. In particular for consumer related services this gives plenty of opportunities for service safaris with telling real-life service experiences! Of course we can also talk to and work with your customers in our studios or at your location.

The Service Experience Labs are very suitable for teams that wish to familiarise themselves with the service design approach of engaging with customers in an early stage of innovation projects. In a full-day programme we facilitate an exploration of the essential stages of immersion, insight creation and idea generation. The programme will be customised to fit the objectives and prior knowledge of your team members.

1. Service Experience Lab on mobile internet Together with the Creation Centre of T-Labs (part of Deutsche...
2. Launch AMSI – Amsterdam Centre for Service Innovation On 3 September an ambitious new centre for Service Innovation...
3. User-led service opportunities for Sony In close collaboration with Radarstation, STBY conducted a qualitative consumer...

In close collaboration with Radarstation, STBY conducted a qualitative consumer research for Sony, exploring opportunities for new service concepts beyond their traditional market. The client team from the Sony Design Center in Tokyo was keen to ascertain how external user research in the early stages of a service design process can guide the identification of user needs and idea generation for new service concepts.

Throughout the process of preparing the research methodology, recruiting the research participants, running the User Lab, clustering the documentation, generating the insights, identifying the opportunities and exploring the concept ideas, we were in close contact with the client team. Every step in the process has been documented and discussed, often through multi-point skype meetings and with excellent mediation by Akemi Tazaki.

For the data collection we used both video (to auto-document personal reflections) and visual probes (to guide conversations in pairs and facilitate ad hoc note taking). We gathered a very rich collection of research materials. These have been shared with the client from an early stage in the project through a bespoke project blog.

Our long history of collaborating with Radarstation enabled us to fully integrate the research and design strands in the project. Using bespoke research materials enabled effective elicitation of consumer insights, and consultation of the consolidated research data catered for the grouding of ideas for new services.

1. Service Experience Lab on mobile internet Together with the Creation Centre of T-Labs (part of Deutsche...
2. Service Experience Lab Immerse yourself in the service experiences of your customers and...
3. Service Design workshop in Cambridge Geke participated in a workshop on Service Design at the...

1. How sticky research drives Service Design At the 2009 Service Design Network conference in Madeira, Bas...
2. Global Innovation Group OLD For clients who are looking for full service innovation projects,...
3. Launch AMSI – Amsterdam Centre for Service Innovation On 3 September an ambitious new centre for Service Innovation...

Learn from the leading edge of your customers where the most interesting opportunities to improve your service offering are. More and more companies ackowledge that the customer is becoming the dominant reference point for strategy and innovation. Where better to start than with the innovators among your customers? Based on ethnographic methodologies such as contextual inquiry we visit lead users at their work or their homes to find out what their needs are, and possibly what suggestions they might have for solutions to meet these needs.

1. User-led service opportunities for Sony In close collaboration with Radarstation, STBY conducted a qualitative consumer...

In-depth studies that reveal how people use media and technology in their daily lives. The objective for these studies is to explore consumer needs and responses to concepts for new interactive services. The results are used as input during the early stages of the development process of these services. For each project we select the most suitable research method, such as interviews, focus groups, observation, diary study, probe study or documentary.

1. User-led service opportunities for Sony In close collaboration with Radarstation, STBY conducted a qualitative consumer...

By spending time and interacting with potential users of new interactive services, we learn a lot about their habits, preferences, needs and concerns. This knowledge can be crucial for the successful development of innovative concepts for interactive services. Ethnographic studies offer rich data that allow empathic understanding of real-life consumer experiences. Contributing from the perspective of the consumer, our research is complementary to the perspectives of the design, enginering and marketing experts who are collaborating in concept and development teams.

1. Service Experience Lab Immerse yourself in the service experiences of your customers and...
2. Service Design workshop in Cambridge Geke participated in a workshop on Service Design at the...
3. User-led service opportunities for Sony In close collaboration with Radarstation, STBY conducted a qualitative consumer...

STBY has developed a unique method to explore and communicate the elusive, inconsistent fabric of everyday life by using video and engaging in a dialogue with the participants in a research. Design documentaries investigate the opposites, paradoxes and ambiguities that are part of everyday life. They inform and inspire concept developers by offering rich insights into the often messy routines of consumers. We have found that this can be far more effective than the clean and simplified consumer profiles based on marketing statistics that are so often the basis for design briefs.

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For the international academic publisher Elsevier we conducted a lead user research and organised a series of innovation workshops. The lead user research in both the UK and The Netherlands generated insights into unmet needs and potential areas for service innovation. These insights were further explored in co-creative workshops, and modelled into early prototypes for potential new services. During both the research and the workshops we facilitated conversations between the lead users and the members of the inter-disciplinary client team. The combination of lead user resarch and co-creation workshops is part of the Open Innovation approach that we offer to our clients under the label of The Innovation Partners. This is a partnership with Radarstation and EDG. (UK-NL, 2008)

1. User-led service opportunities for Sony In close collaboration with Radarstation, STBY conducted a qualitative consumer...

1. Spatial planning beyond the city We were invited to present the work we did for...