Longstanding design legacy, which has become a leading example of a city’s effective and strategic use of design ...

A service blueprint displays the entire process of service design and delivery

A documentary movie that illustrates the value of service design.

Highlights from the Service Experience Camp in Berlin.

In Financial Service there is already a wide adoption of chatbots and many  banks are developing robo-advice propositions.

It has been a few busy weeks following my visit to Madrid for the Global Service Design Conference in early November. The theme of this...

Six pillars of successful customer experience design leading to excellence...

A well designed operating model is the bridge that allows a company to enable a fully joined-up holistic customer experience and our its...

Digital technologies and consequently digital transformation reshapes every aspect of businesses today.

Banks aren’t getting disrupted by FinTech, they’re getting disrupted by customer expectations

USING LEGO AS A DESIGN THINKING ARTEFACT ENHANCING THE EXPERIENCE AND OUTPUTS FROM COLLABORATION AND CO-CREATION! HOW IS IT THAT A...

A customer journey map is a tool that helps to improve your customer experience

Stunning aerial footage of London

Krakow is one of Europe’s best kept treasures often ranked in top of top city break destinations. In 2016 Krakow hosts World Youth Days.

Designing Client Experience is about injecting purpose and empathy into everything a brand does

Below I am posting a link to the article I wrote for the Design for Europe website, a case study on my recent work for The Coca-Cola...

Report analysing service design trends in UK and internationally.

A Space Designed to Perfectly Complement the Brand.

DIGITAL & PHYSICAL FUSION OFFERS YOUR CUSTOMERS A SEAMLESS, INTUITIVE, ENJOYABLE AND ENGAGING EXPERIENCE

25 Years After the Fall of Berlin Wall. It can be hard for visitors to Berlin to imagine where the Berlin Wall once separated Germany’s...