Nav Qirti’s self reflection on his life journey, captured in a process and a model, called ‘Model A’

[Mental Mode* - a temperament to act and think in a certain way]

“How can I optimise my mental energy and time?”

In this series of 3 videos, we dive into 3 service techniques for frontline retail, F&B, and other service staff to easily apply in their day-to-day.

“Customers do not just choose to buy from companies for the product they sell, they want to be aligned with what they believe in - in short, they buy into the brand.”

In this webinar, we dive deep into elevating customer service, sharing 3 perspectives along 3 case studies.

Optical experience design to reassure spectacle wearers to see the world through a different lens (Awarded SG Mark Design Award 2021)

Recap of the first Twin-City Service Design Drinks Singapore x Berlin on the topic of Design Ethics, to a global audience of 187 participants.

Understanding the experiences that customers go though goes a long way.

At the core of great brand stories are purpose (what is our mission) and values (what do we stand for).

Watch as Homegrown menswear label Benjamin Barker turned to design thinking initially to create a tailored onboarding and training programme for its Fashion Advisors.

Has Instagram ever shown you the family pictures of some random person from a country you’ve never been to?

Has Airbnb ever recommended you a place to stay in a random destination?

Has Foodpanda ever sent you a random meal?

Bad experiences equal bad business. For small businesses, this is an absolute no-brainer, but somehow large businesses lose touch with the people in their stores, and they start making the wrong decisions. Follow any of these 6 simple principles to help with avoiding experiences that chase customers away.

Meyer has evolved from being a lift sub-contractor for public flats to being a service-driven brand specialising in customised and high-end elevator systems. Working with design consultancy firm Ideactio in 2016, Meyer adopted a customer-centred design approach to better serve its customers, resulting in a 50 percent lift in revenue within six months.

Things like methods and tools are important, but the key principles are like the soul, the light source that guides the methods and tools. Key principles help us to keep a check on whether we are designing and applying methods in true spirit and form. Any method without soul is just body which exists but serves little. To realise the true potential of design-thinking, you need to invoke its soul and internalise it first, before you externalise it in its various manifestations - in the form of methods, tools and practice.

When we talk about empathy in the problem solving context, we typically relate it to empathy for users. When we try to help organisations innovate and change, understanding user experience is important, but one-sided empathy alone is not enough. To drive and facilitate change, we need three-way empathy.

All organisations invariably conduct some type of research to validate assumptions and establish a basis for future actions. Typically, research activities are seen as the marketing department’s domain - which hires research agencies to help find answers. Larger companies might have research specialists or even research departments, yet agency help is sought from time to time. In the majority of cases, people from organisations don’t talk directly to their customers.

Innovation can be defined as new ideas that create impact - ideas that take the form of a solution that is new, not to the whole world but to the context of the problem it is solving. Innovation is about creating a solution that is better, that brings some improvement to the existing problem, and a solution that creates certain value for the organisation, whether monetary or otherwise. Innovation is generative by nature. Innovation is about changing the existing.