The Service Startup: Design Thinking gets Lean: A practical guide to Service Design Sprint

The Swap technique was developed from mixing moments of individual and collective idea generation, while nevertheless still engaging users

Humanize: Projection, Perspectives Crystallize: Playground, Polish Off

empathy-building techniques, co-design, and early prototyping practices in the development process,

“Customer Discovery,”

experience prototyping.

Eise’s five drives:

“You must be shapeless, formless, like water. When you pour water in a cup, it becomes the cup. When you pour water in a bottle, it becomes the bottle. When you pour water in a teapot, it becomes the teapot. Water can drip and it can crash. Be water, my friend.”

“honne" (what you actually feel or do).

“It is good to have an end to journey toward; but it is the journey that matters, in the end.” — Ernest Hemingway