06. Emma Schalkers & Joris Hens – Koos Service Design Studio

This episode is the first one with two participants joining the
podcast. Emma and Joris both studied Strategic Product Design (SPD)
in Delft and are currently working at a service design studio
called Koos. During this episode, they explain what service design
is, why it adds value for end users and how it relates to design
strategy. Throughout the episode we discuss a lot of insights and
look critically at the standard design process (double diamond),
i.e. why it’s important to not only think about solving the problem
right, but also solving the right problem at the start of a design
project. Key words: - Service Design - Service Design principals -
User research - Double Diamond model - Tension model - Need-based
personas - Importance of visualization - Design sprints -
Touchpoint intervention - Customer Experience (CX) - Working in
squads - Contextmapping - Data-driven service design - Customer
Experience (CX) Management DISCLAIMER: all speakers on the podcast
speak on behalf of themselves and do not represent the company they
work for.