Re: [IxDA] Research Into Service Design Touchpoints

4 May 2010 - 1:57am
4 years ago
1 reply
704 reads
Stephen Collins
2009

On Tue, May 4, 2010 at 6:43 AM, Simon Clatworthy wrote: > I am working on developing tools to assist with touchpoint innovation for > the design of services. It seems strange, but the touchpoint term has become > central to service design and I can't find much research on the area at all. > Can anyone help me?

I'd be keen to see the same research. I'm working on a couple of ostensibly experience design projects at the moment, but am convinced that they need service design approaches in order to achieve the best possible client outcome. The clients are on the way to being convinced, but don't really grok what I'm on about, so anything cogent I can get my hands on is gold.

> So far, Jeff Howards blog has given me the most > information; http://designforservice.wordpress.com/2007/11/07/on-the-origin-of-touchpoints/

Ooh. Good stuff.

Steve

Stephen Collins trib@acidlabs.org | +61 410 680722 | @trib

acidlabs | Conversation. Collaboration. Community. | www.acidlabs.org

Comments

4 May 2010 - 7:00am
christine chastain
2008

Hi there,
We used the word "touchpoints" in the early 1990's in avertising and branding to refer to points of contact with a customer. I have also seen it used extensively in design, business, education and child development.
I have most recently worked in service design at Mayo Clinic and I don't think much has changed. What I could really use  is a kind of "10 Types of Innovation" (Keeley) model for touchpoints in service design such that the ecosystem as well as specific efforts could more easily be understood by clients. It is in my head but I simply haven't been able to dedicate time to it.
Maybe we can ask the Dubberly Design office to take that on: http://www.dubberly.com/concept-maps/heart-attack.html.
Cheers,Christine

On Tue, May 4, 2010 at 6:34 AM, Stephen Collins <trib@acidlabs.org> wrote:

On Tue, May 4, 2010 at 6:43 AM, Simon Clatworthy wrote:
> I am working on developing tools to assist with touchpoint innovation for
> the design of services. It seems strange, but the touchpoint term has become
> central to service design and I can't find much research on the area at all.
> Can anyone help me?

I'd be keen to see the same research. I'm working on a couple of
ostensibly experience design projects at the moment, but am convinced
that they need service design approaches in order to achieve the best
possible client outcome. The clients are on the way to being
convinced, but don't really grok what I'm on about, so anything cogent
I can get my hands on is gold.

> So far, Jeff Howards blog has given me the most
> information; http://designforservice.wordpress.com/2007/11/07/on-the-origin-of-touchpoints/

Ooh. Good stuff.

-------- STEVE ---------------------------------------------------------------

Stephen Collins
trib@acidlabs.org | +61 410 680722 | @trib

acidlabs | Conversation. Collaboration. Community. | www.acidlabs.org

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