Services that fix services and the inverse experience umbrella
I often use air travel as the archetypal example of a multi-channel service that unfolds over time. Modern air travel consists of lots of minor annoyances that …
Doctor's Note
A mix of essays and commentary about design, innovation, technology, society, coaching, personal and leadership development. Since 1996.
Lists and numbers versus stories
Eugene Wei posted a piece about why our brains love lists over on his Remains of the Day blog. It explains why all those “20 ways to…” blog …
Lamy's attention to detail in customer service
Several years ago my wife bought me a Lamy 2000 fountain pen as a birthday present. It is a design classic created by Gerd Alfred Müller, released in 1966. If …
Design Research Techniques
Design Research Techniques is an “online repository is a necessarily unfinished and evolving resource for Participatory Design Techniques. These …
Square Cash
I’m fascinated by Square’s new service, Square Cash, that allows you to send someone cash simply by sending them an e-mail and cc’ing …
May the force be with you – service design for invisible connections
The video of the talk I gave at DESIS Lab Melbourne at RMIT is online at Service Design Melbourne’s website. The audio is a bit hard to hear because the …
Interaction 14 Student Design Challenge
Now in its fifth year, the IxDA Student Design Challenge will run during the Interaction14 conference in Amsterdam, February 4-8, 2014. I’m happy to be on …
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