Service design includes all the intangible aspects of how an organization seeks to build a relationship over time with its customers. And one goal of prototyping these service design experiences is to bring tangibility to these intangible experiences. Prototyping is such a powerful tool because you're organizing your service around the needs of the end consumer.

Digitization of Services, especially in the banking sector is creating enormous risk for traditional banks who have not placed the customer at the center of their customer service activities. In general customers of physical banks are not very happy with their banks, whereas those at digital banks are much happier. Herein lies the risk for traditional physical banks.

How banks can boost their growth through design thinking in a de-banking era.

How do you encourage new customers to open bank accounts? In 2004, Bank of America used the Design Thinking methodology to look at the problem from a human centered perspective when they assigned design agency IDEO to boost their enrollment numbers: a problem that at the time, lacked any user perspective on why it was so hard for customers to save.

How design thinking’s user-centric approach is helping Hong Kong embrace a cashless future.

The world is rapidly moving towards a cash-lite society with the continuing global spread of the coronavirus disease, Covid-19, helping to accelerate the demand for digital payment services.

The examples of Design Thinking below demonstrate that it is a mindset and a methodology for problem solving that typically has 5-6 (cyclical) process steps that are easy to follow and can be implemented by anyone trying to solve a problem. Anyone, or any group of people can produce many good ideas using the Design Thinking process.