Our ideas

Service design is a well-established practice in Europe and North America. China is one of those countries where it's little-known, but perhaps not for much longer.

Sometimes a trend article emerges on what we have been noticing in our practice: the increasing relevance of design. We welcome reflections, future developments and possible scenarios.

Customer experience is becoming more relevant than ever and involves people interacting with physical and digital channels in which content place a crucial role. But how mature is the content strategy of organizations for this new landscape?

I attended a two day training course on complex applications and websites of the Nielsen Norman Group in London (UK). I wanted to learn more about the various methods and techniques when you must deal with complex data visualization and user interface navigation for expert users.

I want to share some of my learnings from the SDN Global Conference, which took place in New York City early last month. In addition, I have compiled all the available videos and presentations, along with some detailed summaries.

At the end of every year, analysts, thinkers and watchers provide their view on where we stand and what’s ahead of us. All trend watchers agree: Digital disruption of society is getting stronger and stronger. So, what are their predictions for 2016?

Content often seems a forgotten area in organizations that are trying to develop in-house digital design capabilities for their customer experience. But some relevant communities are taking content up.

August 28th-30th, I participated at the REshape hacking health event. The prize at stake in this hackathon was to experience the joy and power of co-creation with patients included.

Omnichannel rules, and organizations have to deal with a multitude of applications, products and services. Are our tried and tested design methods good enough to face this new reality?

The Information Energy conference (3-4 june 2015, Utrecht) is an event for a new breed of content professionals named 'Infomedians'. Specialists in multichannel communication that effectively master the skill of cross-silo content collaboration.

With the shift from UX to CX, many designers broaden their view. Their focus is not just on individual products, applications or websites, but more on how customers use services and channels in their journey.

INTERSECTION15 (28-30 april, Berlin) was integrated with Design Management Europe under the motto 'Design to align'. Attendees with various backgrounds, professions and perspectives all shared their common interest: getting design at the strategic level of the enterprise.

There is a growing need for UX managers in organizations facing complex challenges. Informaat organizes sessions of the UX Management Roundtable, addressing these challenges. Conversations from the past two years have been documented in a white paper.

Design conquers new territories in society. More and more companies realize design can deliver profitable products, services and environments. Design-led startups, often disrupting the incumbents have attracted the attention of big technology companies and of venture capital firms, the VCs.

Most companies view customer experience as a task (or chore) rather than a mission. They assign some employees to focus on customers while the rest of the company goes about its business. In this way, many CX initiatives and activities fail in the long run.