Insights, tools and research to advance journalism

What journalists can learn from service design

TheMediaBriefing

Service design “combines customer experience, operational model design and design thinking methodologies as tools. It considers the end to end service journey across all channels and touchpoints not only from a customer, but also from an organizational perspective,” says Deloitte’s Jani Modig. As we think about how to break people out of their “filter bubbles,” Clara Llamas writes that service design can be a useful tool when designing media experiences that push audiences’ thinking. BuzzFeed’s “Outside Your Bubble” and the app ReadAcrossTheAisle are two examples of products that “rest on the focus on implicit and explicit needs of news consumers.”

Read More

Need to Know newsletter

The smart way to start your day

Each morning we scour the web for fresh useful insights in our Need to Know newsletter. Sign up below.

The American Press Institute

Our mission

We help transform news organizations for an audience-centered future.

Our programs for publishers focus on four things:

  • 1. Understand your audience
  • 2. Get your audience to pay
  • 3. Transform your culture
  • 4. Do your best journalism
  • Find out more about API »

API solutions for publishers

What we can do for you

API offers a suite of original tools and services for solving the biggest challenges in news:

  • Decide what beats to cover and how
  • Identify and develop the skills you need
  • Assess and improve your culture
  • Drive more reader revenue
  • Drive loyalty through accountability journalism
  • Make analytics work for you
  • Contact us to find out how »