Resources

Step into service design with our library of short articles, where we discuss the value and art of creating exceptional customer experiences.

Resources-image

Why it’s hard for organisations to meet changing consumer expectations

As service industries undergo dramatic changes in response to technological advances and changing consumer demands, it can be difficult for... Read more

How do I achieve a connected service? Do connected service design

Complex services require a special kind of finesse when it comes to making changes. It's not like starting up something new: you don't get an... Read more

Designing a better education system for our children

We all knew that the education system had room for improvement. The COVID-19 pandemic brought this home (literally) as lockdowns forced schools to... Read more

When should I use service design vs UX design?

Service and UX design have the same goal: to provide an excellent user experience. But, when should you opt for one over the other? In this blog, we... Read more

What are fully connected services and why are they valuable?

A fully connected service prioritises customer experience by consistently and seamlessly integrating technology and data to connect digital... Read more

Meeting the expectations of today’s consumers: 10 service design fundamentals

Advancements in technology, such as smartphones, modern web technologies, cloud computing, APIs, microservices, data standards, identity and payment... Read more

Hybrid support services are here to stay

How the Health and Wellness sector is evolving Read more

New ways of working: How can we design for the changing ways people work?

We are all still adapting to new ways of working. And with this in mind, we must ensure we are working to create a positive work culture both as... Read more

How will the metaverse change the way customers interact?

If you are not entirely sure what the metaverse actually is, you’re not alone. You’ll hear and see references to the metaverse everywhere at the... Read more

Service Design 101 eBook

The main question we hear about Service Design is, will it work for my organisation? Read more

Chatbots: Three service design challenges

Chatbots can revolutionize a company’s customer service by automating tasks and reducing case volume. However, they are only useful as an alternative... Read more

Connected service design: The art of a fully-connected service

There is a disconnect between how companies focus on and measure individual touchpoints in the customer journey and the way customers themselves... Read more

Connected service design: The art of a fully-connected service

There is a disconnect between how companies focus on and measure individual touchpoints in the customer journey and the way customers themselves... Read more

Chatbots: Three service design challenges

Chatbots can revolutionize a company’s customer service by automating tasks and reducing case volume. However, they are only useful as an alternative... Read more

Service Design 101 eBook

The main question we hear about Service Design is, will it work for my organisation? Read more

How will the metaverse change the way customers interact?

If you are not entirely sure what the metaverse actually is, you’re not alone. You’ll hear and see references to the metaverse everywhere at the... Read more

New ways of working: How can we design for the changing ways people work?

We are all still adapting to new ways of working. And with this in mind, we must ensure we are working to create a positive work culture both as... Read more

Hybrid support services are here to stay

How the Health and Wellness sector is evolving Read more

Meeting the expectations of today’s consumers: 10 service design fundamentals

Advancements in technology, such as smartphones, modern web technologies, cloud computing, APIs, microservices, data standards, identity and payment... Read more

What are fully connected services and why are they valuable?

A fully connected service prioritises customer experience by consistently and seamlessly integrating technology and data to connect digital... Read more

When should I use service design vs UX design?

Service and UX design have the same goal: to provide an excellent user experience. But, when should you opt for one over the other? In this blog, we... Read more

How do I achieve a connected service? Do connected service design

Complex services require a special kind of finesse when it comes to making changes. It's not like starting up something new: you don't get an... Read more

Why it’s hard for organisations to meet changing consumer expectations

As service industries undergo dramatic changes in response to technological advances and changing consumer demands, it can be difficult for... Read more

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