What even is a service?

Ask six experts what is a service and they will give you six different explanations. Answering the question “What is even a service?” becomes important when we face the challenge of developing a new concept for a service, developing or improving a design, or figuring out why a service keeps failing.

Cancel flights?

Why has one of the most admired airports struggled so much this summer? Even after accounting for the long-term effects of the pandemic the failure at Schiphol has been beyond wildest expectations. Why didn’t years of investments in improving flow of passengers prevent this from happening?

Fine print

What is a printer promising if promising anything? What are customers actually paying for? The printing or the print? What are the underlying promises? Let's have a closer look, shall we?

Hello world :)

New thinking on the designing of infrastructures and services that we hope you will find not just 'interesting' but also 'surprising', 'disturbing' and 'unsettling' in a good way.