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.
‘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.
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…
Geke van Dijk wrote an article on Molblog (Dutch Marketing Magazine) on the benefits of design research for service innovation. ‘Say yes to the mess’ discusses how empathic research into everyday life generates insights that explain an often eclectic series of touchpoints between consumers and organisations, showing how consumers make their own choices on what service to use, where, when, how and from who. These choices may seem elusive to an individual service provider, but they often make perfect sense to a consumer, rooted in specific circumstances. (PDF, 479 Kb – Dutch)
At the UX Hong Kong conference 2012, Bas Raijmakers ran a workshop on design documentaries, working with 50 participants to explore some Golden Rules for using film in design research. This workshop was a third iteration of a workshop previously organized for EPIC (Ethnographic Practice in Industry Conference) 2010 in Tokyo and Service Design Global Conference 2010 in Berlin. The workshop format has been developed by several Reach partners together. Slides of the presentation at the start and some of the results can be viewed at the design documentaries blog that Bas keeps for STBY.
Bas Raijmakers gave a presentation on Design Research – thinking through making at UX Hong Kong 2012, the gathering for primarily Asian practitioners of UX design organized by our Reach-partner Apogee. The version offered here is a stripped down version without films and with low resolution images to not reveal details of our participants and clients.
At the latest UX Hong Kong conference in February 2012, Geke van Dijk presented a talk on ‘Service Design: Co-production at the moment of thruth‘ and a workshop on ‘Multichannel Customer Journeys: Connecting the touch points‘. A selection of the slides can be downloaded here. If you were there: send us your feedback. We are always happy to hear!
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)
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)
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. 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 are based on the work of STBY, as a leading pioneer in both 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)
Geke van Dijk and Marianne Guldbrandsen wrote a paper for the latest edition of Touchpoint, based on their keynote presentation at the service design conference in Berlin, 2010. The paper discusses situations wherein service designers work for organisations relatively new to service design. These clients often have difficulty seeing the value of a service design approach and need more than just ‘a nice service design showcase projectʼ. Instead, they need a long-term process for change, involving the engagement of various agencies; this poses an interesting and challenging opportunity for collaboration between agencies across different roles and stages. (PDF)
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 a toolbox STBY edited for the book. Design Ethnography aims to understand the future users of a design or service, by investigating in-depth the everyday lives and experiences of these future users. The aim is to enable the design team to identify with these people and build an empathic understanding of their practices, routines, and cares. 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)