Onze ideeën

In late November, the Service Design Network held its sixth annual global conference, in Cardiff (UK). A record number of attendees (480+) spent two days in the eye-catching Wales Millennium Centre, listening to presentations, attending workshops, networking and meeting conference exhibitors. Videos and presentations from nearly all the talks are now freely available online.

Recently, Adaptive Path hosted their first Service Experience (SX) conference in San Francisco. The event brought together speakers and attendees from companies, agencies, and public sector organizations. Sketchnotes and some presentations are now available online.

Designing and delivering customer-focused services relies on a deep understanding of the customers themselves. Personas are one technique to reach this goal, but tell only one side of the story. Experience maps — on the other hand — put the journey and experience of customers in the context of the service.

Recently, Informaat was present at a careers fair hosted by the Faculty of Design Engineering at the Delft University of Technology (TU Delft). Alongside our recruitment stand, we also presented an introductory talk on service design to students and graduates.

If you wanted to instill “design thinking” into today’s organizations, integrating it into a design school curriculum might seem like a good start. But Richard Buchanan made a more astute choice, leaving a design school to teach at a management school, and ensuring that MBA students leave with a truly innovative perspective.

In early 2012, Adaptive Path held the “Managing Experience” conference in San Francisco, and saw their own Chris Risdon and Todd Wilkens share some thoughts on customer journey mapping.

As the topic of customer experience gains traction and recognition world-wide, one firm is leading the way in the United States: Forrester. In addition to research and reports, they just wrapped up a two-day conference in NYC entitled “Outside In: The Power of Putting Customers At The Center of Your Business”. Here’s what was learned.

In the world of UX practices in Australia, service design is a relative newcomer. This presentation – given at the recent Service Design 2012 one-day conference in Melbourne – covers a valuable topic: The creation of business value through service design activities.

In her presentation Content Strategy: Why Now? Rachel Lovinger (a.k.a. @Lovinger) gives a comprehensive overview of the upcoming discipline and practice of content strategy.