Service design and branding blog

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Understanding the value you create

A practical toolset to map where your organisation actually creates value. What is important to customers, how to define how you deliver that value, how to learn from the best in the market.

Causality or causation?

Causality or causation?

Outside of purely digital services, such as Netflix, it is very difficult to understand exactly what people are doing and why. In science this is referred to as the difference between causality and causation. Just because b followed a doesn’t mean that a caused b.

Change

Change

Change is inevitable. We all know that. So why is it so hard to change organisations to become flexible and customer centric?

The root cause of every misunderstanding is a communication problem

The root cause of every misunderstanding is a communication problem

There’s a video that we often use in lectures on service design. It’s a film about a door that people keep trying to pull instead of pushing. It’s a perfect illustration of a communication problem. The door handle says “pull me”. And that’s what people do, and then the door screams “push”, by just not […]

The Problem with Service Design

The Problem with Service Design

Avoiding lost in translation between strategy and execution is hard. But in order to succeed at service design, you have to learn to create teams that work from the beginning of discovery all the way to the end of delivery.

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