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13 lessons in service design

Design Council | Home > About design > Design disciplines > Service design by Bill Hollins > 13 lessons in service design

Bill Hollins selects some examples of successful service design, and highlights some of the lessons to be learnt from those who have not taken service design seriously enough Lesson 1: Service extensions, especially at the marketing stage, can be the most profitable innovations  Project: Doorstep delivery Client: Domino Pizza Year: mid-1980s to present It was in New York in the mid 1980s that...

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Service blueprinting

Design Council | Home > About design > Design disciplines > Service design by Bill Hollins > Service blueprinting

According to recent research (Hollins, Blackman and Shinkins, University of Westminster, 2002 onwards) only one in five service sector companies has a written process for developing services. This suggests many businesses are vulnerable because of a lack of effective management procedures. These problems are accentuated by the failure of 48 per cent of companies to do research before developing...

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Your questions answered

Design Council | Home > About design > Design disciplines > Experience design by Ralph Ardill > Your questions answered

Want to know how best to incorporate experience design into your business planning? Ralph Ardill answers some common queries. Where should I start when it comes to experiential design? Start by learning how to get customers to want to spend more time with you. Providing quality, convenience, usability and customer service are still important, but it's your brand's personality, attitude and...

Your questions answered

Design Council | Home > About design > Business essentials > International markets by Mark Delaney > Your questions answered

Mark Delaney answers your queries on international markets and the global economy How can I find out if entering a particular market is viable? Some sort of market research is necessary. This can take the form of a professional research programme carried out by a consultancy on your behalf, or it can be more informal - such as gathering information yourself through site visits, trade journals,...

Challenges you might face

Design Council | Home > About design > Business essentials > International markets by Mark Delaney > Challenges you might face

Mark Delaney highlights the key challenges facing companies competing in global markets Understanding your markets When we talk about exporting to different cultures we are not only talking about national cultures defined in geographical terms. Culture can be used to describe a social system created by a group of people and these people have established rules about how they communicate,...

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Innovation glossary

Design Council | Home > About design > Business essentials > Innovation by Bettina von Stamm > Innovation glossary

Company culture - Key enabler for the successful use and application of innovation and design, as a company's shared values and behaviours will determine what is valued and what is acceptable. Creativity - Underlying driver for design and innovation. After attributing creative ability to divine inspiration, serendipity, lateral thinking, cognitive process or personality, most people have now...

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Service design glossary

Design Council | Home > About design > Design disciplines > Service design by Bill Hollins > Service design glossary

Blueprinting - A process broken down chronologically into sequential constituent stages.  Mapping out of a service journey identifying the processes that constitute the service, isolating possible fail points and establishing the duration of the various stages for the journey. Core service - Central or main body of the service. Customer service blueprint - Method for exploring the (mainly)...

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The business case

Design Council | Home > About design > Design disciplines > Service design by Bill Hollins > The business case

Services are a growth area. But service design and management is often poorly planned, so it is quite easy for a company to gain a competitive advantage through the application of some quite simple design techniques Innovations in both marketing and technology are currently changing the ways in which customers are contacted, served and retained. Service design can be applied at any stage where...

The business case for information design

Design Council | Home > About design > Design disciplines > Information design by Sue Walker and Mark Barratt > The business case for information design

From reducing costs to making life easier for customers, good information design is of crucial to the success of businesses, say Mark Barratt and Sue Walker Information design can offer a host of business benefits for example: Good instructions can reduce accidents, as well as calls to help desks or customer centres Clear forms usually cut customer 'errors' which lose sales and create...

Seven examples of information design

Design Council | Home > About design > Design disciplines > Information design by Sue Walker and Mark Barratt > Seven examples of information design

From making mobile phone bills understandable to assisting single parents, the following examples prove that information design is an invaluable discipline Project: Improving customer satisfaction in Royal Mail's invoicesClient: Royal MailDesigner: Boag AssociatesYear: 2001-2003 Using internal and external stakeholder review, user-experience research, and the development of key performance...