The eBook version of Touchpoint Vol. 3 No. 3 is available here. As the printed version, it examines what designers can learn from business and vice-versa. What impact does service design have on the bottom line of organisations? How does it influence business strategies? How can we monetise service propositions and social change? Besides asking how to buy and sell service design, Touchpoint Vol. 3 No.
This issue, Touchpoint Vol. 3 #3 “From Sketchbook to Spreadsheet” is linked to the theme of the Service Design Conference in San Francisco in October 2011 and also features some of the conference talks. Touchpoint 3 #3 explores the impact that service design is now making to organisations’ bottom lines and presents the compelling stories of designing business strategies, monetising service propositions and cultural change.
In their article in the McKinsey Quarterly 01|2012 John DeVine, Shyam Lal, and Michael Zea recommend companies to focus on the human side of customer service to make it psychologically savvy, economically sound, and easier to scale. Download the complete article here (PDF, 578 KB) and register at McKinsey Quarterly to read future reports.
Service design encompasses all of the individual touchpoints that a customer might interact with, such as physical products, websites, mobile apps, call centers, and branches/stores. But it’s not just multichannel design. Service design also seeks to create or improve the complex systems – the business strategies, processes, technology, organisations, and cultures – that support experience delivery across channels. Organisations are arguably the most important design product of the past century and a critical area of interest for contemporary designers.
The International Journal of Design recently released a special issue editorial on 'Designing for Services' by Birgit Mager and Tung-Jung David Sun. A PDF is available for public download here.
The book ‘Design for Services’ by Daniela Sangiorgi, Anna Meroni and many contributors has just been published. In the book the authors articulate what design is doing and can do for services, and how this connects to existing fields of knowledge and practice. Find more detailed information here.
During the last few weeks, our team has worked to introduce an another way of experiencing your Touchpoint magazine. From now on you can read it in your e-reader device as an e-book.
This new approach aims to make the access to the magazine easier for Service Designers and companies all over the world. Moreover it is an important step for spreading the service design word without increasing our environmental footprint.
Dan Lockton, David Harisson and Neville Stanton wrote a fantastic article in Touchpoint 4 regarding design for behavioural change, which they are approaching with their new Service Design toolkit DwIv.1.0: 101 Patterns for Influencing Behaviour through Design. The toolkit consists of 101 simple cards illustrating a particular ‘gambit’ for influencing people’s interactions with products, services, environments and each other, via the design of systems.
