STBY » paper

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)

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World class pioneers and creative thinkers

Geke — Tue, 07 Sep 2010 14:15:52 +0000

As one of the first companies to begin creating projects around the principles of design research and service design, STBY have been intimately involved with the ongoing development of these fields of work. We’ve written papers, magazine and book chapters, founded collaborative and information-sharing networks, and given talks at national and international conferences all across the world. This involvement with design research and service design’s continued evolution keeps us at the forefront of the field, as through our work we’re helping to define it.

Pioneers in the service design community

Founded in 2003, STBY was one of the first agencies to conduct design research projects based on the service design philosophy. Our involvement with the user-centered design community dates back even earlier, as our founders have been active in this field since its gradual emergence at the end of the last century.   Service design isn’t ‘owned’ by any one individual or company; it’s an approach that’s founded on the notion of sharing information and developing approaches collaboratively. The projects that STBY conduct are based around this multi-disciplinary field that we’re helping to co-define. We’re constantly adapting new theories and techniques into our fieldwork, and providing feedback as to what works and what doesn’t via publications and conference presentations.

World class connectors

Collaboration and knowledge sharing is the principle underpinning the Service Design Network Netherlands, which STBY initiated and co-founded in 2008. The network allows companies, students, and individuals interested in service design to connect with each other, share ideas, and help define and refine the processes and tools which the approach employs. We’re also long-standing members of the international Service Design Network. We’re regular contributors to their quarterly magazine, Touchpoint, and we’ve given keynote presentations at conferences in various countries. Through our global design research network REACH we have been engaged in presentations on for service providers as far abroad as Japan and Brazil.

To be at the forefront of service design, we feel that it’s essential to be active members of the community that surrounds it. This means we don’t just apply service design principles – we also help develop and refine them, and thus have an intimate understanding of this rapidly developing field.

Looking to the future: helping companies adopt the service design philosophy

As we work towards our first decade of experience in designing and conducting service design projects, we’re beginning to build up long-term relationships with several companies attempting to re-orientate their research programs around service design principles. With several years of experience in running collaborative workshops with companies eager to learn more about how to use the evocative and engaging research materials we produce, we’re ideally placed to assist those organisations looking to implement their own service design programs.

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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)

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STBY in Touchpoint

Luke — Thu, 17 Jun 2010 08:35:47 +0000

STBY’s Strategy Director Geke Van Dijk has contributed an article to issue 4 of Touchpoint, the international journal of service design. The issue focuses on links between service design and behavioural change, with a series of articles highlighting how design can function as a tool to influence the behaviour of consumers, employers, and employees.

Geke’s article is a case study of the Charging Up project recently conducted by STBY in conjunction with the Reach network. As this project looked in detail at the motivations and drivers of consumers’ everyday energy usage, it serves as a useful examination of how service design techniques could potentially help influence consumer behaviour.

In the article, Geke explains how one of the main challenges in the study was identifying the trigger point at which consumers began to reconsider their daily routines in regards to energy usage. She also explains how conducting the project in collaboration with the Reach partners provided a comprehensive, truly global account of how energy usage is viewed in different regions.

Issue 4 of Touchpoint is available for purchase through the Service Design Network here.

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...
BNO picking up on Service Design The main association for designers in The Netherlands, BNO, published...

Call for papers on Service Design

Geke — Mon, 04 Jan 2010 14:30:47 +0000

The academic journal Behaviour and Information Technology has accepted to publish a special issue on ‘Services and Human-Computer Interaction: New Opportunities’. A call for papers, explaining the topic and procedure has been sent out. You can also download it here.

The editors of this special issue are Peter Wild (Cambridge University), Neil Maiden (City University London) and Geke van Dijk (STBY).

The deadline for paper submissions is 28 February 2010. The journal will be published both online and in hard copy format by Taylor & Francis.

We welcome a broad range of papers that are practical, empirical, or theoretical in orientation, in addition to tightly argued polemics and theoretically informed review papers.

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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)

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Adopting rigor in Service Design research

Bas Raijmakers — Mon, 28 Sep 2009 21:45:54 +0000

Bas co-authored the paper “Thinking and Doing Ethnography in Service Design” with Fabian Segelström and Stefan Holmlid of Linköping University in Sweden for the IASDR 2009 conference in Seoul, 18-22 Oct. Unfortunately we can’t be there ourselves, but we will post the paper in our publications section immediately after the conference. Our paper is presented in the session “Adopting rigor in Service Design Research” on Monday morning. The conference has a strong program with friends from TU Delft, Nokia Design and sedes research giving tutorials.

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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)

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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) Customer Talk article on Service Design One of the editors of the online community for customer-focused... Service Design Thinks Amsterdam [...]

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HCI informing Service Design, and visa versa

STBY — Fri, 05 Sep 2008 21:01:00 +0000

Paper by Geke van Dijk. Presented at the workshop Service Design, during the conference HCI2008 in Liverpool (2-5 September 2008). (PDF, 336 kb) Customer Talk article on Service Design One of the editors of the online community for customer-focused... BNO picking up on Service Design The main association for designers in The Netherlands, BNO, published... [...]

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