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.
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?
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?
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.