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by author: van Dijk, Raijmakers, STBY,
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In the latest and last issue of the CRISP Magazine, Bas Raijmakers co-authored an article about ‘Orchestration':

So many, you can’t get around it
So complex, you can’t get under it
So diverse, you can’t get over it
This is a chance to orchestrate your way out of your constrictions!

The pdf of the full article is available here.

‘Orchestration’ is one of the four overarching themes from CRISP, next to ‘Embracing Complexity’ (co-authored by Marie de Vos), ‘Designing Relationships’ (co-authored by Geke van Dijk), and the ‘strategic value of designers’.

The complete CRISP magazine #5 is available through the website of clicknl

Embracing complexity

In the latest and last issue of the CRISP Magazine, Marie de Vos co-authored an article about ‘Embracing Complexity':

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.

The pdf of the full article is available here.

‘Embracing Complexity’ is one of the four overarching themes from CRISP, next to ‘Orchestration’ (co-authored by Bas Raijmakers), ‘Designing Relationshios’ (co-authored by Geke van Dijk), and the ‘strategic value of designers’.

The complete CRISP magazine #5 is available through the website of clicknl

Designing Relationships

In the latest and last issue of the CRISP Magazine, Geke van Dijk co-authored an article about ‘Designing relationships':

As we move from mass-produced, one-size fits all producte 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.

‘Designing relationships’ is one of the four overarching themes from CRISP, next to ‘orchestration’ (co-authored by Bas Raijmakers), ‘embracing complexity’ (co-authored by Marie de Vos), and the ‘strategic value of designers’.

The complete CRISP magazine #5 is available through the website of clicknl

Belonging & Belongings workbook

Belonging & Belongings is a compilation of our artistic design research activities and materials from a research programme we have worked on together with Dr Daijiro Mizuno, from 2007 to 2011. The book is rich in imagery, reflecting our visual research approach, and includes photographs, magazines, and film stills from the various studies we carried out in both Japan and the United Kingdom. The book can be seen as an introduction into what artistic research can bring to design research, with the Belonging & Belongings programme acting as a Research & Development activity for STBY.

The five essays included in the book are based on a paper we published for the IASDR Conference in Tokyo in 2013, titled ‘Belonging & Belongings: Design Research Through Visual Explorations’ (which can be found here). These essays provide the conceptual framework in which we carried out our research, elaborating on the approach of ‘artistic design research.’ The full paperback version of the book is currently available for purchase here, and the ebook can be downloaded for free here. The book will soon also be available through several other channels including Amazon and the Apple iBookstore.

Routledge Companion to Design Research

STBY was invited to contribute a chapter to the book ‘Routledge Companion to Design Research‘, edited by Professor Paul Rodgers and Dr. Joyce Yee for Routledge, Taylor and Francis Group Publishers. This high profile book is published to support undergraduate and postgraduate education in design research. The editors set out to celebrate and illustrate the plurality of design research, and also the wide range of conceptual, methodological, technological and theoretical approaches evident in contemporary design research. They collected a wide range of cross-disciplinary contributions from the global design research community. STBY is proud to be included in this book with a chapter on how we conduct design research in practice for international corporate clients.

DIY Toolkit

Initiated by Nesta and made possible by The Rockefeller Foundation, STBY and Quicksand have edited and designed the DIY Toolkit. DIY stands for ’Development Impact and You’. The toolkit is primarily meant for practitioners in international development, but can be used by anyone who feels they can benefit from it. It contains a set of 30 best in class and proven tools that aim to trigger and support social innovation. Every tool has a concise description, a downloadable worksheet and some practical instructions to get you started. The toolkit is published under a creative commons license and therefore freely available online. Many tools also have one or more case studies that describe the use of them in the context of specific projects, organisations and cultures. On the website of the DIY toolkit people can share comments and rank the tools according to their experiences.

Service Design in Practice

STBY is proud contributor to the book ‘Service Design: Insights from nine practices’ that has recently been translated to English. This book is the  result of a three year service innovation programme ‘Service Design in Practice’, funded by the Dutch Ministry of Economic Affairs, the municipality of Utrecht and the Utrecht province. The book was edited by academic researchers from TU Delft and Hogeschool Utrecht, who followed the proceedings of a series of case study projects. The various chapters provide an inspiring and instructive look behind the scenes of some of Service Design projects, including two by STBY. The editors reflect on the approach, experiences and lessons learned during the projects, as well as the broader scope of what happens from the start to the finish of such a project. The book was first published in Dutch (you can download  the Dutch version of ‘Service Design: Insights from nine practices’). Recently, the book was translated in English. You can also view and download the English version of this practical book.


Design Transitions

A new book that features our work was recently launched: ‘Design Transitions’ by Joyce Yee, Emma Jefferies and Lauren Tan. This book presents a series of stories on how design is changing around the world. From small practices to vast corporations, the renowned to the lesser known: the authors collected the stories of people working at the fringes of the traditional disciplines of design. They have interviewed people in 12 countries around the world, who represent 3 different communities: design agencies, organisations embedding design, and design academics. STBY is one of these agencies. Design Transitions is published by BIS Publishers and can be ordered from their website (www.bispublishers.nl).

Service Design for local government

Our project with the City of Amsterdam is featured on the national online knowledge sharing site for civil servants operated by KING. This is based on our project which looked to help the local government in Amsterdam to improve the service offering to entrepreneurs.

Since then, the local government has been putting a lot of effort into communicating and using the results. Within a few months, we are happy to be seeing the research results already successfully utilised in various departments.

Belonging & Belongings: Design Research Through Visual Explorations

Together with Daijiro Mizuno from Keio University Japan, Geke van Dijk and Bas Raijmakers from STBY have co-authored a paper for the annual IASDR conference in Tokyo (International Association of Societies of Design Research). This paper describes the methodology and application of the artistic design research conducted for the Belonging & Belongings study. This ongoing experimental research programme across multiple cities (Tokyo, London, Amsterdam) has generated an abundance of visual explorations. A final publication is forthcoming. Daijiro Mizuno presents this paper on 28th August.

Interview in l’Atelier

In answer to Bas’s presentation at the Internet of Things, L’Atelier, a technology and innovation tracking unit, interviewed us about our railway projects.

The interview zoomed in to STBY’s latest railway project, a research we recently completed for NS, testing two major service improvements on the Dutch railway system, resulting in a french article

Research and method: an international overview from Italy

We’re proud to have STBY mentioned in an article along with other agencies in the lastest issue of the ‘Ottagono’ . The article reflects on how the some of the most prominent international design studios develop interactive tools for designing the intangible.

The ‘Ottagono’  is a monthly bilingual magazine from Italy covering contemporary design and architecture around the world. In their latest issue the publication looked at topics ranging from education to housing to designing for public services, featuring us.


Don’t you design chairs anymore?

The first issue of the CRISP magazine ‘Don’t you design chairs anymore?’ was launched at the design review session on 24th April 2013. The magazine gives a great overview on issues concerning the changing role of designers with their involvement in strategic issues as well as looks at the challenges that are involved in developing complex product service systems, like robots in healthcare.

With an aim into creating a body of knowledge concerning the design of product-service systems, the issue features articles both from Bas and Marie from STBY. The article by Marie discusses the use of early research results in a workshop for practice. Bas’s articles talks about how the space within which designer’s are working is changing in response to their increasing role in complex strategic roles. His second piece describes the symbiotic collaborations between the academic world and practice of Design.

Service Design by Industrial Designers

In March 2013 this new book by Froukje Sleeswijk Visser was launched. It is a critical reflection on recent developments in service design, specifically on the consequences for the education of a new generation of designers. It features several case studies and reflections on the mindset, methods and skills of designers including those of STBY. In fact, STBY is happy to have helped co-write one of the key chapters on the Prototyping stage in the design practice. The full book is available at lulu.com

Innovation Models

In January a new book on Models for Service Innovation was published in The Netherlands by Van Duuren Media. The editors are Frank Kwakman en Ruud Smeulders. The title of the book is ‘Groot Innovatie Modellen Boek’, which literally translates to ‘Big Book of Innovation Models’. Geke van Dijk was invited to write 2 chapters, one on ‘Open Innovation’ and one on ‘Customer Journey Maps’. She also co-authored a third chapter on ‘The Innovation Funnel’, together with Ruud Smeulders. This book is only published in Dutch.

From Field Stories to Strategic Design

Based on their workshop at the service design conference in Paris in October 2012, Bas Raijmakers, Geke van Dijk from STBY and Katherine Gough from Nokia Design wrote a paper for the latest edition of Touchpoint 4-3 ‘Cultural Change by Service Design’, the magazine of the international Service Design Network. The paper, published in Service Design Network’s Touchpoint magazine, discusses practicing interpretation skills, storytelling and supporting design and business decisions with evidence and inspiration from everyday life.

Design Documentaries workshop presentation

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.

Design Research – thinking through making

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.

Service Design & Multichannel Customer Journeys

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!

Say yes to the mess!

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)

STBY magazine – Service Innovation Inspired by People

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)

Design ethnography: Taking inspiration from everyday life

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)

No inter-disciplinary without disciplines

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.

Creative Thinking

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)

Charging Up: Energy usage in households around the world

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)

How sticky research drives Service Design

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)

Change: moving on to the next level

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.

Designing Empathic Conversations for Inclusive Design Facilitation

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)

Open Innovation with a service design approach

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)

HCI informing Service Design, and visa versa

Paper by Geke van Dijk. Presented at the workshop Service Design, during the conference HCI2008 in Liverpool (2-5 September 2008). (PDF, 336 kb)

Service Design

On popular request a one-page explanation on Service Design. This is a relatively new and successful approach to innovation and it is becoming increasingly popular in the creative industry. However, there are very few sources available that explain the principles of service design. This is clearly a case of practice-based development by early adopters such as STBY. Hit the ground running as they say… (PDF, 248 kb – in English and Dutch)

Inclusive Design

Also on popular request an overview of which research techniques are most suitable in each stage of the inclusive design process. This is another area that is only scarely documented. STBY developed this overview for a client report, but we feel that it should be publicly available to the wider community as well. (PDF, 36 kb)

Smart Street paper

Paper on experimental design research methods in a street in London, published by the Design Research Society and presented at their annual conference in 2008: Undisciplined!. The project was done with students from the Royal College of Art Design Interactions department. Co-authored by Wendy March (Intel) and Bas Raijmakers. (PDF, 732 kb)

Smart Street presentation

The presentation Bas did at the Design Research Society conference Undisciplined! (2008) on the above mentioned paper. (PDF, 4.2 Mb)

Girls and glossies

Press release by Spunk//STBY on a recently completed study among 15-16 year old girls. (Spunk//STBY is a joint venture for research specifically focused on issues regarding young people in The Netherlands.) (168 kb – in Dutch.)

International Service Design Northumbria 2008

Bas presented at the ISDN03 conference in Newcastle about design documentaries as a method to discover what matters to people. All presentations can be downloaded from the Northumbria University Design School website. Bas’s presentation can be downloaded here (PDF, 4,3Mb).

Passionate for People

by Geke van Dijk and Bas Raijmakers. Presented at the Design by Fire conference on 23 October 2007 in Utrecht, NL. (8.4 Mb, excluding video fragments)

Creative collaborations for innovative service design

by Geke van Dijk. Published in ‘Uncommon Ground: Creative encounters across sectors and disciplines’, edited by Cathy Brickwood et al., BIS publishers, Amsterdam, 2007. (PDF, 5.6MB)

Poster Design Documentaries

by Bas Raijmakers. He summarised and visualised his PhD thesis in this poster that was printed at the occasion of the graduation Show at the Royal College of Art in 2007. The image was modeled after a drawing in his sketchbook that he made when he was exploring different structures for the thesis during writing. RCA Communication students (at the time) Francesco Lanranjo and Catherine Guiral created the eventual graphic design through a series of iterations with Bas. 1000 Copies were printed of which about 700 were handed out in 2007 during the Show. (PDF, 0.5Mb)

PhD thesis Design Documentaries

by Bas Raijmakers. Completed in 2007 at the Royal College of Art, Design Interactions, London, UK. (PDF, 4,7 MB)

Pick and Mix: consumers moving between online and offline channels

by Geke van Dijk. PhD thesis, completed in 2007, Computing Department, Open University, Milton Keynes, UK. (PDF, 5 MB)

Rich viz – Design Documentaries

by Bas Raijmakers. Paper on design documentaries, published in ‘Rich Viz! Inspiring design teams with rich vizualizations’, edited by Pieter Jan Stappers et al., StudioLab Press, Delft University of Technology, 2007.

Pick n Mix: Consumers combining electronic and conventional service channels

by Geke van Dijk, Shailey Minocha and Angus Laing. Published in a special issue of the journal Interacting With Computers, Volume 19, Issue 1, Elsevier, 2006. (PDF, 540 KB)

Design Documentaries: Inspiring Design Research Through Documentary Film

by Bas Raijmakers, William W. Gaver and Jon Bishay. Presented at DIS2006 conference in State College, Pennsylvania. (PDF, 3.5 MB)

Multichannel consumer behavior: online and offline travel preparations

by Geke van Dijk, Shailey Minocha and Angus Laing. Presented at CHI2006 conference in Montreal, Canada. (PDF, 168 KB)

Channels, consumers and communication: Online and offline communication in service consumption

by Geke van Dijk, Angus Laing and Shailey Minocha. Presented at the Academy of Marketing conference in London 2006. This paper was awarded the Direct and Database Marketing Track Prize by the Institute for Direct Marketing. (PDF, 140 KB)

Investigating users out of the box: exploring multi-channel consumer behaviour

by Geke van Dijk. Presented at SIGCHI2006 conference in Amsterdam, The Netherlands. (PDF in Dutch, 3.6 MB)

A decade of web use

by Geke van Dijk. Presented at the conference A decade of web design in Amsterdam, The Netherlands, 2005. (PDF, 21.8 MB)

Applying User Context Analysis in evaluations of e-commerce environments.

by Geke van Dijk. Position paper for the workshop Total Customer Experience during the conference Interact 2003, Zurich, CH. (PDF 80 KB).

User research als inspiratiebron voor webontwerpers

(Usability research as source of inspiration for web designers)¬†by Bas Raijmakers.¬†Chapter in the book ‘Webontwerp’ in the series ‘Monografi√´n over vormgeving’.¬†Published for Dutch art students by [Z]OO / Vd Eindhoven, 2003. (Dutch text, PDF, 2.8 MB).

Usability testing is a means, not a goal

by Bas Raijmakers. Published in Usability РNutzerfreundliches Web-Design by Markus Beier and Vittoria von Gizicky (eds.), Springer-Verlag Berlin Heidelberg, 2002. (English translation, PDF, 156 KB)

Shopping pleasure at Bol.com

by Bas Raijmakers. Published in Usability РNutzerfreundliches Web-Design by Markus Beier and Vittoria von Gizicky (eds.), Springer-Verlag Berlin Heidelberg, 2002. (English translation, PDF, 768 KB))

Users are the energizers of multidisciplinary development

by Bas Raijmakers, for Lost Boys Amsterdam. Presented at the Sigchi.nl conference 2002. (PDF, 280 KB)