Protection Racket

November 25, 2014

On Thursday, Google launches a new service called Contributor that Gigaom bills as “a crowdfunding platform for publishers.” According to Gigaom, the program is “designed to allow web users to pay sites that they visit a monthly fee, and in return see no Google ads when they visit those sites.” Google still takes a cut […]

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Presentation Notes to my Design to the Powers of Ten UX Futures Talk

November 5, 2014

Here are the links to sources and resources, people and videos that I drew upon for my UX Futures Design to the Power of Ten talk. In no particular order: Andreas Erbe at Launchlabs – a conversation with him reminded me of the Powers of Ten film. Dan Hill – Dark Matter and Trojan Horses […]

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Join me for Interaction 14 South America

October 16, 2014

Update: The workshops are now open for registrations and there are early bird discounts available. I’m super looking forward to taking part in Interaction 14 South America in Buenos Aires where I’ll be giving a talk and running a workshop on Creación y Blueprinting Servicios Multicanal (sounds good huh?). I’ve never had the chance to […]

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Help Launchlabs crowdfund their creative co-working space

October 13, 2014

“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 […]

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Service design combined with smart resource usage

October 9, 2014

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 […]

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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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UX Week 2014 Talk Video

September 29, 2014

The (https://vimeo.com/channels/uxweek/107198709), Designing Multichannel Services for Lives Beyond the Screen is now online (and embedded below). There were some great speakers at the conference — I really recommend checking them all out on the UX Week Vimeo Channel. UX Week 2014 | Andy Polaine | Designing Multichannel Services for Lives Beyond the Screen from Adaptive […]

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UX Week 2014 Blueprinting Workshop

September 10, 2014

Hint: The future of air travel is not this If you’re here, you were probably at my workshop on Developing Services with Service Blueprinting for UX Week 2014 or someone pointed you here. By the end of the week, I’ll post my slides here, but for the moment, you can download the following: Update – […]

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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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