Organisations that otherwise pride themselves in delivering exceptional customer experiences, can be myopic to the design of less tangible aspects of their services. Although invisible to the organisation, these can be very visible to customers and have a dramatic impact on their overall experience.

We attended the Service Design Network conference in Berlin last week, where Service Design practitioners from around the world (mostly Europe) gathered to share their insights. Here are 6 high-level takeaways:

The current issue of Interactions magazine contains an article of mine that looks at the qualities of design. In particular, those qualities that make it better suited to solving complex problems than other problem-solving approaches.