New frontiers for Service Design

The ubiquity of service design tools and artefacts is also a cue for pioneers in the field to move on and focus on new frontiers. At the Service Design Global Conference in Madrid, Jamin Hegeman of Capital One pointed to one of these frontiers. He argued that it is time for service design to move beyond projects that just create new service concepts, and to focus more on ways to effectively contribute to the long-term, sustainable management of service delivery and ongoing improvement of customer experiences.

Enhancing training with coaching

Over the past years we have increasingly been asked to support client organisations with their internal capacity building for service innovation. Our vast experience…