We recorded a special bonus episode for Service Design Day at the first of June! This episode is a compilation of interviews with Service Design pioneers from all over the world. Together we talked about the status of Service Design in their continent and the cultural difference they experience.
Mark Willems is pedagogical employee in innovation and ICT integration at the Gemeenschapsonderwijs, in short GO!. A Belgian governmental institution that organises education in Flanders.
We personally know Mark and GO! because one year ago they came to us, at knight Moves, with the question ‘How can we provide the right tools for education in a rapid changing world?” Together we went on a journey of tackling this challenge. In collaboration with all stakeholders we developed a tool that changes the classroom into a place were every student can follow its own path, were students can learn more then the theory and were teachers are more like a coach to support the students in their learning.
Throughout the whole project there was a read treat, the vision of GO! to combine push & pull learning.
Sanne Kistemaker is co-founder of the service design company Muzus, and teacher at Industrial Design Engineering at the Delft University of Technology. Sanne founded Muzus, a user-centered design agency 10 years ago, together with her sister Neele. Over the years they evolved into a 10 person service design agency that creates products and services by providing insight in the world and motivations of people.
One of the approaches they use is contextmapping. Contextmapping is a method that has been developed at the Technical University of Delft, and allows researchers and designers to map the context around a certain subject.
This is our first Arena episode! Arena is an event organised bij Knight Moves packed with inspiration, learnings and hands-on action on some of the most relevant design topics of today and tomorrow. Three times per year, we bring hot topics into the ARENA and invite two speakers to throw their expertise in the field from different perspectives. Besides that, different partners bring spectacular projects to the Marketplace, a place where guests get the chance to see, explore and experience the secrets of the topic in question. Inspiring evenings full of marvel and action, proudly brought to you by Knight Moves.
During the arena event we have a round table conversation with the two speakers in front of a large audience. We are recording this live and publish it as a special ‘live arena’ episode. The episodes will start with a small reflection of us on the topic and its relation to service design. We wil publish an Arena episode 3 times per year.
Frederik Kraft is Senior Expert Change & Transformation at Deutsche Telekom, one the world’s leading integrated telecommunications companies. Their core business is the operation and sale of networks and connections. To continue their succes Deutsche Telekom evolved from a traditional telephone company into an entirely new kind of service company.
Sophie Andersson is strategic designer at Transformator Design, a Stockholm based Service Design agency. At Transformator they design services based on customer needs and help organisations towards customer centricity. One of those organisations was the Swedish employment agency, together they won the service design award for systemic and cultural change in the public sector.
We were very pleased that we could involve Caroline Enevold, customer-driver business development manager at the employment agency in the interview as well. This shows what real service design is about, service designers working together with their clients as one team.
Gayle has recently completed a PhD at The Glasgow School of Art in which she responded as a researcher and a designer to difficulties young people who were leaving care and their workers experience when working together. For this work she was acknowledged with the first ever ‘service design award’ for best student project.
Gayle is a graphic designer by background, she got into Service design because of her interest in the impact she was creating with her graphic design work. She realised she had to better engage with people that would be using her designs to better understand their needs. That’s how she got into research but soon she realised she could not really use this in the commercial environments she was working in at that moment. Therefor she made the shift towards Service Design.
Kaarel Mikkin is de co-founder of service design & branding consultancy Brand Manual. An international agency establish in Tallinn and Stockholm that designs customer experiences. Brand Manual used to be a marketing company that saw the need to expand towards a service design agency.
“Service design is the new marketing”
Band manual won the service design award for best commercial project with their project That reinvented the bookstore for Apollo. They redesigned a bookstore into an inspiring entertainment environment, bringing books, music, a juice bar and even a cinema together under one brand. This resulted in a customer centric experience and increased the amount of customers with 200%.