Koos agency

The Battle of the Service Design Conferences

My comparison of experiences at Service Design Days and…

Getting grip on CX: Six ways to measure the impact of your service design efforts

3 learnings from working in Design Sprints

More and more of our clients are getting excited about implementing the Sprint…

Harder, better, faster, stronger: Design Sprints at Justlease

Helping Justlease add more value to its…

Boost NPS by addressing actual customer needs

Since its introduction in the Harvard Business Review in 2003, The Net Promoter Score is one of the key measures of the success of companies, products and services. A little refresher: NPS gives insight into customer loyalty. This is done by asking a…

How to avoid pitfalls when becoming more customer centric

Nudge your customers wisely

People are lazy in both thought and action. When we face two options, we will most likely choose the path of least resistance. However, as innovators, we struggle with the fact that for consumers most often the path of least resistance is to continue doing what they’ve always…

Service Design for Business

Service Design for Business is the second book by Ben Reason and Lavrans Løvlie, founders of Livework. In writing this book, they are accompanied by Melvin Fire Flu, Director of Strategy and Business Design at Livework. Therefore, it is no surprise that this book has a more…