Service design and branding blog

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Context: How to avoid misunderstandings.

Context is the key to understanding customer behaviour. People act the way they do because of the situation, in which they find themselves. Simply put, if you are in a hurry then a 10 second wait is an eternity. If you’re feeling really relaxed, 5 minutes is an instant.

Personas. Why they’re good for business.

Personas. Why they’re good for business.

Personas are a short cut. Unless you can have a real-life unbiased customer sitting in your office 24/7, answering and reacting naturally to every idea you have, then the next best thing is a persona. To put it very bluntly, personas help you empathise. And empathy is the secret ingredient to creating products and services […]

Life is not a straight line

Life is not a straight line

Service design tools. The journey map   Everybody talks about customer journey maps. Seems that everybody does them. And, admittedly, there’s a million suggestions out there on how to do them. So, on the back of the service design course that we’ve developed, it seems the right time to start describing each tool and method […]

Key take-aways from SDGC18

Key take-aways from SDGC18

A brief summary of what we heard and learned at this year’s service design conference.

AI as UI?

AI as UI?

Can artificial intelligence become the user interface of choice?

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