A meta-analysis in Organizational Behavior and Human Decision Processes of how peaks, endings and duration relate to the way people evaluate experiences in retrospect.
A Journal of Business Research article examining how first, peak and final impressions, and the delay before recall, relate to overall evaluations of a service, using hotel stays.
A clear account of what service design is and how it is done, from research through to measuring the results, by three practitioners from Livework.
An applied guide connecting systems thinking principles to defining goals, understanding a system, designing collaboratively and evaluating change.
Other topics
- Service blueprinting
- Journey mapping
- User research
- Discovery
- Stakeholder mapping
- Co-design
- Prototyping
- Public sector
- Health
- Systems thinking
- Systemic design
- Participatory design
- Design research
- Service organisations
- Professional practice
- Introductions
- Policy
- Futures
- Service standards
- Collaboration
- Education
- Power dynamics
- Agency and autonomy
- Design ethics
- Research ethics and consent
- Interviewing
- Memory and evaluation
- Dark patterns
- Culture and context
- Inclusion