In the realm of service design, understanding the difference between what customers ‘want’ versus what they truly ‘need’ is crucial for creating exceptional customer experiences. While these terms may seem interchangeable, they carry distinct meanings that can significantly impact the success of a service. This article will delve into the disparity between wants and needs, uncovering the implications for service design and how businesses can effectively cater to both aspects. So, let's explore this fascinating topic in greater detail ..read more

Bad collaboration does not only hurt employee satisfaction, but also the organization’s success. Process models however fail at preventing this because they lack an essential aspect: the actual adoption – the human aspect. In this article, we show how journey mapping can help organizations to better understand and manage collaboration beyond theoretical intents ..read more

In a rapidly evolving world, innovation has become a cornerstone of success for businesses and organizations. Design thinking workshops have emerged as a powerful tool for fostering creativity, problem-solving, and customer-centric solutions. In this article, we will explore the essence of design thinking workshops and their role in driving innovation. We'll also provide insights on how to organize and optimize these workshops for maximum impact ..read more

Professionals working in the experience innovation field represent an array of skills and knowledge: Designers and managers, researchers and engineers, data-driven and creative folks, CX, UX, EX… the profession has many faces. We are thrilled to have a renowned CX expert share some of their background, their learnings, and a few insights into their work: please meet Lou Downe ..read more

Professionals working in the field of experience management represent an array of skills and knowledge: designers and managers, researchers and engineers, data-driven and creative folks, CX, UX, EX… the profession has many faces. We are thrilled to have a leading figure of the global service design community share some of his background, his knowledge, and a few insights into his work: please meet Adam Lawrence ..read more

People often talk in general terms about “products and services” in reference to what they offer their customers. In this short article we suggest that this distinction is incorrect, and even harmful to the ability to innovate how services are delivered ..read more

Professionals working in the field of experience management represent an array of skills and knowledge: designers and managers, researchers and engineers, data-driven and creative folks, CX, UX, EX… the profession has many faces. We are thrilled to have one of the most crucial community members share some of her background, her knowledge, and a few insights into her work: please meet Birgit Mager ..read more

Each year a growing number of companies and consumers take into account the massive impact the production of consumer goods and the range of services have on the environment. Designing for sustainability is becoming increasingly important in today's world, as we face growing concerns over climate change and the depletion of natural resources. In this article, we discuss challenges, opportunities, and a best practice example ..read more

Professionals working in the field of experience innovation represent an array of skills and knowledge: designers and managers, researchers and engineers, data-driven and creative folks, CX, UX, EX… the profession has many faces. We are thrilled to have a truly inspiring CX expert share some of her background, her learnings, and a few insights into her work: please meet Patricia Stark ..read more

Professionals working in the experience design field represent an array of skills and knowledge: designers and managers, researchers and engineers, data-driven and creative folks, CX, UX, EX… the profession has many faces. We are thrilled to have a service designer working in the field of financial services share some of his work and his background: please meet Adam Cochrane ..read more