Mentalism for service delivery?

February 24, 2014

I hope I have left enough time between the broadcast of Series 3 of Sherlock, but just in case you are waiting to binge view, the following contains mild spoilers. (You do know he isn’t dead though, right? Otherwise Series 3 would be called Watson). Sherlock Series 3 involves Sherlock returning from his overseas sojourn […]

Read the full article →

Swiss Design Network coordinator job

February 21, 2014

The Swiss Design Network (I am the HSLU Board Member) is looking for a coordinator to support the head office located at Bern University of the Arts BUA. You can read all this on the PDF description but here are the key details: Relevant skills/experience: experience in cultural, project and event management research background in […]

Read the full article →

Services that fix services and the inverse experience umbrella

February 17, 2014

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 aggregate to a massive pain in the arse. When analysed individually, each of these annoyances can be dismissed as something not so bad that customers should be willing […]

Read the full article →

Lists and numbers versus stories

December 16, 2013

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 post headlines are such popular click bait. But it’s not the list thing that I found so interesting, rather this snippet of Wei’s experience of working at […]

Read the full article →

Lamy’s attention to detail in customer service

October 28, 2013

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 you like writing, the Lamy 2000 is a lovely instrument1. It is not cheap either, retailing at around 190 Euros here in Germany. One of […]

Read the full article →

Design Research Techniques

October 21, 2013

Design Research Techniques is an "online repository is a necessarily unfinished and evolving resource for Participatory Design Techniques. These techniques help evolve a project lifecycle through participation of multiple stakeholders including potential users or audiences, partners or internal teams." Thanks to my colleague Axel for finding this resource. It is, indeed, unfinished, but quite a […]

Read the full article →

Square Cash

October 21, 2013

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 Square’s service. Walt Mossberg’s review of the service has been doing the rounds and has most of the details you need to know. Basically, Square doesn’t really act as a money middleman […]

Read the full article →

May the force be with you – service design for invisible connections

October 20, 2013

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 room had a bit of an echo and I’m mumbling, but I hope you might get something out of it.

Read the full article →

Interaction 14 Student Design Challenge

October 14, 2013

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 the selection jury again, though sadly I can’t make the conference itself due to a clash with our MA final presentation. (I’m particularly sad because it’s in Amsterdam, which […]

Read the full article →

Service Design, The Force and Yoda

July 30, 2013

While I am down under in Melbourne later in August for UX Australia I’m going to be giving a different talk and hosting a discussion at RMIT’s DESIS Lab in the RMIT Design Hub for Service Design Melbourne. My talks is titled May The Force Be With You – Service Design for invisible connections and […]

Read the full article →