General

launchlabsplan

“At home you feel lonely and at the office you get nothing done.”

True words from my friend and frequent collaborator, Andreas Erbe, from Launchlabs in Basel, although in my case, “at home you get nothing done and at the office you feel lonely,” is also true.

Andreas and his colleague Tiziana Meletta have launched a crowdfunding campaign on the Swiss crowdfunding platform, wemakeit.com. They are building a co-working, co-creation and innovation space at Gundeldinger Feld in Basel and need some help reaching their final goal.

They are creating a “place where you can choose either to work alone, with a colleague, co-create in a team or host an event.” Pledges range from a 10 CHF trip on their crane right up to 5,000 CHF for a lifetime workspace. That’s pretty good when you consider you would spend that on about three months’ office rent in Switzerland.

Please consider backing them, you can either head directly to the funding page or use the embedded version below. The video is in German, but subtitled in English (Andreas is half English, half Swiss, so feel free to fire off questions in either language).

Service design combined with smart resource usage

by Andy Polaine on October 9, 2014

in General, Links, Matt

My older brother Matt works as Lead Researcher, The Circular Economy at British Telecommunications (yes, he is older than me, although I get the bald head and grey beard). He recently gave a talk at Nesta’s Smart Resources event about his role on a project to redesign and rethink BT’s HomeHub router. Although the initial focus was on reducing resource consumption, you will hear him talk a lot about service design and customer experience benefits too (he is speaking around 2:24). He also talks about how this is also about a cultural change as much as any engineering or design challenges.

Social engineering may just be the most important skill service designers need to learn.

There’s also an interview snippet it with him at 3:00 here, again talking about how important the service design aspect is:

Capital One’s acquisition of Adaptive Path shouldn’t be news

October 8, 2014

Last week’s announcement by Adaptive Path that they have been acquired by Capital One sent, if not shockwaves, certainly large ripples through the tech press. Wired said it was the “death rattle of the Web 2.0 era”, Techcrunch linked it to Capital One’s launch of their new mobile wallet app. Kerry Bodine wrote that “her […]

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Learning from Raiders of the Lost Ark

September 29, 2014

I’m in the research phase for a book project that looks at how and what designers and organisations—particularly those involved in service design or complex projects—can learn from filmmakers. In the words of Peter Sellers Michael Caine, not a lot of people know that I studied film as an undergraduate and carried on until my […]

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Customer service experienced in bits

July 21, 2014

Dr Drang tells two stories of failed customer service. The first one involves him trying to assist his mother getting to the gate at the airport. I use flying a lot as an example of services involving silos that barely communicate with each other and generate terrible customer experiences as a result. Dr Drang’s experience […]

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Apple, Beats and wearable tech

June 5, 2014

All the speculation about Apple designing and iWatch and the noise about their acquisition of Beats got me wondering why we do not pay more attention to the tech we are already wearing and why some of it is socially acceptable and some not. There is a kind of inverse correlation between assistive technologies and […]

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Service Design in Japanese

May 14, 2014

I’m happy to announce that our book, Service Design: from insight to implementation has just been translated and published in Japanese by Maruzen publishing. Thanks to the translator, Yoshinori Wakizaka. If you speak Japanese, I’d love to know what you think of it and the translation. We hope this helps those working in and with […]

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Chris Risdon on Orchestrating Touchpoints

April 19, 2014

Whilst I’m at it, here’s a great talk by Chris Risdon from the same conference talking about orchestrating touchpoints. His anecdote at the beginning is priceless. I’m particularly interested in the way he takes the journey as the hub from which everything extends from. It’s service design, but he comes at it from a UX […]

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Dave Malouf on Storytelling and Interaction Design

April 19, 2014

I talk a lot about the importance of thinking about the story of your product or service. I have always assumed this has to do with my background of studying photography, film, video and interactive media-I originally wanted to be a film director—and my work as a writer. But the need and interest in story […]

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Smart companies trust people

March 4, 2014

I just backed David Hieatt’s upcoming book, Do Purpose on the crowd-funded publishing site, Unbound. David is a smart guy and a kind of serial entrepreneur. The book explores companies that focus on their purpose. Here’s an excerpt: Most companies don’t have a purpose. This may sound odd but most people have forgotten why they […]

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