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Peter Drucker Quote

Scottish Retailer Takes a Service Design Approach to Create Exceptional Customer Experiences

Gillies need no introduction to many people in Tayside and the North-east of Scotland, as a well-respected family run furniture retail business. With a flagship branch in Broughty Ferry, they employ many loyal and long-serving staff who hold the company’s ethos of having strong customer relationships. The part Gillies plays …

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Cover Photo

In this thought piece, we make a case that intentionally designed, remote learning outclasses online resources.

What makes the Service Design Academy’s Professional Development Award in Service Design different? Lack of community, low engagement and often no incentive for completion. The world of online learning is becoming stale. We’re in a post-content doldrums. In the past, educational content was valued – it was expensive and relatively …

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Welcome to SDA Insights Volume 7

SDA Insights Volume 7

SDA Insights Vol 7 focuses on the Service Design Global Conference which took place on Thursday 21 & Friday 22 October.  The newest member of our team, Robbie Beautyman, was a SDGC Conference newbie. We asked him about his favourite talks, key takeaways, and personal impressions of this year’s event.   …

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Service Design Snippet Kevin Meehan

Service Design Snippet – Kevin Meehan

Kevin Meehan recently completed our Professional Development Award in Service Design, a 6 month course that covers the core skills, tools and mindsets you need to service design powerful interventions for complex issues. It was great to hear from Kevin last week about how his learning has benefited him and …

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Welcome to SDA Insights Volume 6

SDA Insights Volume 6

In advance of National Customer Service Week, we reflect on how expectations are rising, and business transformation needs service design to keep up. The Covid-19 crisis is not over, and the longer-term societal and economic impacts are not yet fully known and understood but they will shape the future business …

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Welcome to SDA Insights Volume 5

SDA Insights Volume 5

This is late! We missed our June edition, things were busy, staff were getting ready for holidays. I remember when we used to say ‘winding down’ for the holidays but that just doesn’t seem to be the case anymore! Enough of the excuses, we’re back with some great insights, articles …

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