Keyword: Service design
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Pamela Spokes
Why things can feel harder than they should
Friction is invisible to those who create it. Most services are designed for the organisation that built them — shaped by internal politics, legacy systems, and the blind spots of experts who have long forgotten what it feels like not to know. They can leave you feeling confused, defeated, or exhausted but you are not the problem.
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Pamela Spokes
From quick fixes to lasting change: teaching service design to future healthcare leaders
Long before a patient ever meets a healthcare professional, they have already navigated a web of services like appointment letter, directions, parking, and signage. When those services fail, the consequences can ripple through the system. Teaching healthcare professionals to ask better questions, not just find faster fixes, is where long-term change begins.
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Pamela Spokes
Developing the entrepreneurial mindset in education administration
To develop an entrepreneurial mindset within education administration, institutions must align their culture, structures, and metrics with learning, experimentation, creativity, and adaptability. That is the answer to balancing accountability with the constant need to develop and improve services.
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Pamela Spokes
Designing change: bringing service design to Namibia’s next generation of university administrators
Introducing service design principles can spark new ways of thinking about education, entrepreneurship, and social innovation.
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Pamela Spokes
Lessons from Namibia: Updating entrepreneurship education for a changing world
A strong entrepreneurial spirit exists in Namibia. Rethinking entrepreneurial education and nurturing startups helps the future of Namibia to bring innovative ideas to life.
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Pamela Spokes
Service design as a core competence in Finnish higher education
Policymakers, academic leaders, and educators need to recognise service design as a strategic necessity and make it a core competence across disciplines.
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Lada Stukolkina, Laura Matikainen
Game and experience design at the heart of creating engaging events
How can experience design and gamification boost engagement during events? This article discusses a concrete case from Metropolia’s Smart and Creative City Innovation Hub, where game and experience design were used to connect students more closely with the Hub’s activities.
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Pamela Spokes
Prototyping as a tool to move ideas forward
Ideas are easy. What’s hard is figuring out if they are what people want and will use. Prototyping lets us test, tweak, and transform concepts before we waste time perfecting the wrong thing. The prototype stage is not about being right, it’s about being willing to learn.
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Pamela Spokes
Empowering staff to build better services in Higher Education
Many university staff assume that design isn’t “their thing” – but design is not only about products or visuals.
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Pamela Spokes
From fixing problems to preventing them: Why service design is not customer service
Service design is a proactive business development approach that creates well-functioning services, reducing the need for customer service. This article explains the difference between service design and customer service.