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.