SDN Insider Newsletter - September 30, 2021
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Dear Service Design Insider,

Are you ready for Touchpoint Vol. 13 No. 1? The Call for Papers for our next issue of Touchpoint is now open! This issue is titled ‘’Measuring Service Experience’’ because as service design continues to gain traction in large organisations, the measurement aspect becomes an even more pressing concern of our community. Learn more below about this issue of Touchpoint, and submit your abstract by October 20, 2021, to help advance the service design field and its practices.
We’re looking forward to many inspiring contributions!

Happy reading, service designers! ✨

Warmest regards,

For the SDN community
Birgit Mager (she/her)
SDN President

We carefully curated the Service Design Global Conference agenda because we’re committed to helping our practitioners do their best work by sharing their best ideas with the worldwide service design community. Register by October 14, 2021, to get early access to our conference platform, Brella, for networking opportunities and open access to other conference content, including a virtual yoga class and a scavenger hunt.

Workshops can only be purchased by individuals attending the conference. A limited number of tickets are available to each workshop, which are scheduled one day before the conference on October 20, 2021. Registered attendees can log in here to purchase tickets, which are also offered during the registration process.

All times stated are in Central European Time (CET). You can easily check the time difference for your location here. Please note that the agenda is subject to change before the conference and will be updated here accordingly.

Explore the workshops!

We are excited to announce that the submissions for Touchpoint Vol. 13 No. 1 are open!

With the issue of Touchpoint Vol. 12 No. 3 coming up very soon, we are glad to let you know we are already collecting abstracts for our following number.

In this coming issue of Touchpoint, titled “Measuring Service Experience”, we want to look at how service experiences are effectively measured. What techniques, whether qualitative or quantitative, machine learning-assisted, supported by good old contextual observation, or derived through some other entirely new technique, are in use today by service designers and service design managers?

Explore our website to learn more! Submissions will stay open until October 20, 2021!

Submit your abstract!

SDN Academy is an educational initiative committed to advancing practitioner knowledge by sharing insights on the latest tools, methods, and techniques. Stay at the forefront of your SDN Practitioner accreditation application by participating in the newest SDN Academy course Service Design Practitioner Curriculum (Training + Accreditation) with high-level SDN Accredited Trainers that will guide your way to your Practitioner Accreditation. Get to know more about the starting dates and details of the course!

Register now!

The Service Design Award winner will be announced at the 
Service Design Global Conference 2021!

As of the beginning of 2020, the Phoenix pay system still had not been replaced. A 2019 employee survey of federal public servants estimated that the system's failure had impacted about 72% of Canada's 273,000 federal government employees through underpayments, over-payments, and non-payments. The Shared Service Canada - Government of Canada, engaged "the Design Company" to combat this issue. Both teams initiated the first efforts to personalize and design a client-focused approach to pay issue resolution. The goal was to design a brand-new service offering to support Department-X employees experiencing pay issues, increase issue resolution and transparency, decrease time to resolution, and improve employee satisfaction.

Explore this project!
SDN Academy | Coming Up in November 2021

Here is what's coming up next at the SDN Academy in November 2021. By joining these courses and lectures, you will be expanding your service design knowledge while getting updated on the latest trends in the service design industry.
Whether you are a beginner or an expert in the world of service design, these courses intend to advance everyone's skills and career. Secure your spots by marking your calendar and registering today!

Explore what's coming in November!

Norfolk Council Cuts Its Housing Waiting List by 95%!

Read this article to learn how Service design consultant and SDN member John Mortimer was brought in to facilitate a review on the cut of the Norfolk council housing waiting list by 95%! The outcomes were achieved by a remarkable turnaround of the housing allocations system in Great Yarmouth, Norfolk. The local borough council has focused on individual needs and has thrown out a standardised process described by one housing officer as having felt like being“on a treadmill never getting anywhere”.

Read the Guardian article!

Psychology of Design for Amazing UX!

Rules are meant to be broken, and the bravest designers know how to do it properly. So, take this article, written by Designer Jarell Alvarez, as a brief introductory guide to the various principles out there. Don’t take this as hard-set rules but things to keep in mind for your next design project.

Read the article!

Pilates Strengthens Design Thinking!

Learn how an exercise helped UX Designer Madeleine Le from LogicMonitor to improve her understanding of UX design. Sounds crazy, right? It turns out, Pilates and UX design have similar concepts. Read this article to learn the similarities.

Read the article!
SDN Membership


"It's one of the leading networks in service design, and the first to support actively promote and grow the practice through the exchange of experiences, collective learning and development." - Roscam Abbing, Livework Studio.
Become an SDN member today and explore our new SDN Membership financial structure!

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President: Prof. Birgit Mager, Vice President: Jesse Grimes
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