Service Experience Conference 2017 Closing Keynote

I had the pleasure of giving the closing keynote at the Adaptive Path Service Experience Conference 2017. There was a fantastic line-up of speakers and now all of the videos and decks are online on their summary of the conference.

I really recommend taking a look at all the talks, but I’ve embedded mine below (which might not work in the RSS feed):

Andy Polaine // Designing Living Services // The Service Experience Conference 2017 from Adaptive Path on Vimeo.

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

Join me for Interaction 14 South America


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 visit Buenos Aires and always wanted to. I’m only sad I can’t stay longer (then I would have brought my family too).

An added bonus is that this is a conference in which I know almost all the other speakers. It’s a fantastic line-up and many of them are Rosenfeld Media authors, but most of them I have never met in the flesh.

If you’re going to be coming along, ping me a tweet. Your friendly “consultor de servicio y diseño de interacción, escritor y educador.”

Talk & Workshops at UX Week 2014

UX Week

It has been a long time since I have been in San Francisco, so I am thrilled to have been invited to give a presentation and two workshops at Adaptive Path’s UX Week 2014 there in September.

My schedule is the following:

Wednesday, Sep. 10, 2014, 9:00AM
Workshop Abstract: Developing Services with Service Blueprinting | Day 2

Thursday, Sep. 11, 2014, 9:00AM
Workshop Abstract: Developing Services with Service Blueprinting | Day 3

Friday, Sep. 12, 2014, 10:00AM
Talk Abstract: Designing Multichannel Services for Lives Beyond the Screen

I have been asked a couple times about how much overlap there will be between my workshop and Chris Risdon’s Experience Mapping one and whether it is worth going to both. Chris and I have swapped notes already and will do so again nearer the time. We aim to make sure the two workshops dovetail into each other nicely and we will reference each other’s workshops. So the answer is, of course it’s worth going to both – they’ll make a great package together!

If you’re going to be coming along, please ping me a tweet and say hi. I’m really looking forward to seeing some of the other speakers there and catching up with U.S. friends and contacts. I don’t get to go to the States nearly as often as I would like.

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 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 is comparatively close to me and I was going to teach a service design workshop, but such is life).

The Chairs of the jury are Dianna Miller, Innovation Catalyst, Fidelity Investments and previous student competitor, Izac Ross, Interaction Designer, Cooper. The rest of the jury are:

  • Miles Begin, Director of Design, Enterprise Growth, American Express
  • Peter Boersma, Interaction Design Director at Blast Radius
  • MJ Broadbent, Principal, MJ Broadbent Design
  • Susan Dybbs, Managing Director of Interaction Design, Cooper
  • Ana Domb Krauskopf, Director, School of Interaction Design
  • Penny Hagen, Design Strategist, Smallfire/ UX Director DAN Auckland
  • John Payne, Principal, Moment
  • Andy Polaine, Interaction & Service Designer, Lecturer, Writer, Researcher
  • David Sherwin, Interaction Design Director, frog
  • Samantha Soma, GE Design & Experience Studio
  • Sudhindra V., Creative Director – Experience Design, SapientNi

Student design challenge records for life 666x412

This year the Student Design Challenge is in collaboration with the Bill & Melinda Gates Foundation, who have chosen the Student Design Challenge to complement the foundation’s Records for Life contest that launched this month.

The Information for Life challenge will be to design ways to improve how, where, and when the child health record is distributed, accessed and used in order to make it a more effective tool for health information and education throughout early childhood.

I’ll be interested to see what the students come up with. It’s a challenge not only to develop the idea, but also to ensure the idea isn’t just based on naïve designer platitudes about poverty and health. There’s a reason why this is a wicked problem and not just a design problem.

Please spread the word and and, if you are student, think about entering. It’s a great opportunity to get feedback from the panel and to put your work in front of a lot of people. Prizes for the Student Challenge have always been good and this year include:

  • Travel to Amsterdam
  • Accommodation in Amsterdam
  • Complimentary student registration at the conference
  • Registration for a dynamic master class, held before the conference, to address these design challenges
  • Additional prizes will awarded on site

For more details, go and check the Student Challenge website and the PDF of the brief. You can follow the competition on Twitter under @ixdaSDC.

UX and Service Design in Lisbon

From UX to Service Design at UX-LX


I’m heading off to Lisbon tomorrow to run a workshop at UX-LX in Lisbon called From UX to Service Design. It’s only 3.5 hours, so I’ll mainly be working with the participants on service design blueprinting.

I’m really looking forward to the conference, which has great lineup and everyone sense is a fantastic event put together by the tireless Bruno Figueiredo and his team.

Fortunately or unfortunately, depending on if you have a ticket or not, the conference and the workshop are both totally booked out, so there is a slim chance that you will be able to get in now. There is a waiting list though. If you are a participant or just at the conference, do come and say hello and, as Rosenfeld Media are sponsoring the conference, we have a 25% discount code for our book, which I can whisper in your ear! Or just keep an eye out on Twitter, because it’ll be there soon enough.

Service Design Drinks, Lisbon

Logo SDD Lisboa SlideFilm848be3

I’ll also be giving a talk on the same evening, May 16th, at Service Design Drinks, Lisbon along with Jon Kolko, which I’m looking forward to. We’ll both do a short presentation and then we are simply going to have a chat with each other and the audience.

I believe this one still has some spaces. It’s all very informal and you can bring your own bottle(s). It starts at 19:45 and is hosted by the generous folks at FANQ. You’ll need to register on the Eventbrite link.

We have also discount code for attendees to this too, so collar me and I’ll let you know. Or, you know, Twitter…

Presenting a nested set of meta-principles for service design

A rather last minute post to mention that I’m on my way to the EAD Crafting the Future Conference at the HDK, School of Design and Crafts in Gothenburg, Sweden today. The conference starts tomorrow, 17th April, and runs until Friday 19th April.

I’ll be presenting an academic paper, A nested set of meta-principles for service design (PDF), which ties together some of my ideas about interactivity from my PhD with service design. This will form part of the discussion in the Craft of design in design of service track.

The way this is structured is that all the other participants read each other’s papers before the conference and then discuss them there, making the best use of the face-to-face time. This is so much better than just going to hear people read out their papers and having little time for discussion afterwards.

You can download all the papers here. There are some really insightful ones, so it’s worth a look and they’re not all academically dry and theoretical either. Practitioners will find some useful insights too.

If anyone I know from the service design scene or from Gothenburg is around, send me a tweet and we can try and meet up. Or just come and say hello. I look like just that logo of my head up there an pretty much as pale thanks to this long winter we’ve had.