Design Research for Service Innovation

Our creative research projects connect organisations with the lives and experiences of their customers. This helps our clients to innovate their service offering, making it more valuable for both their customers and their business. Our projects generate rich, visually illustrated and engaging materials, that bring real people into the heart of service innovation processes.

Service Experience Lab
Services

Service Experience Lab

Immerse yourself in the service experiences of your customers, identify new opportunities for innovation or discuss your service concept ideas with a sample of lead users. In a bespoke one-…
set of pocket-sized notebooks on window sill
Projects

eBay: local understanding and global design

Millions of people in more than a hundred countries now use Ebay’s sites and apps every day. These visitors represent a myriad of different cultures. Knowing precisely how to tailor its user…
Future Society
Themes

Future Society

Our empathic, people-focused approach is particularly applicable to social innovation – especially those topics which revolve around intimate and personal issues. We’ve worked extensively…
Ben&Johnson
Thoughts

Ingredients for innovation

How can you translate the unpredictable, abstract and complex attributes of a innovation process into tools and guidelines, in such a way that entrepreneurs in emerging markets can use them…
InnovationModels_2
Publications

Innovation Models

In January a new book on Models for Service Innovation was published in The Netherlands by Van Duuren Media. The editors are Frank Kwakman en Ruud Smeulders. The title of the book is ‘Groot Innovatie…