service-design

Service Design. Now in Korean.

by Andy Polaine on September 16, 2016

in Book

Service Design Book Korean Cover

Our book on service design was recently translated into Korean by Dr. Grace Bae from CMU HCII and Dr. Younkyung Lim from KAIST Design, Korea. It’s great to see the final result, even though I can’t read the language of course. Korean readers will have to tell me how it is. You can buy it online here.

Also, thanks to Dr Eunki Chung, a PhD graduate at the Human Computer Interaction Institute of Carnegie Mellon University who was assisting. There’s a nice circle that has been closed, since the book is a textbook for CMU Design’s Designing for Service course. The course was originally designed by Shelley Evenson in 2007, who is now one of my bosses at Fjord and Executive Director of Organisational Evolution.

The Service Design Show

by Andy Polaine on August 26, 2016

in General, Links

I had the pleasure of chatting with 31Volts’ Marc Fonteijn on the Service Design Show the other day. We talked about the possible boundaries of service design and it’s fractal nature and I completely had a brain freeze in the middle of talking about feasible, viable and desirable. Here’s the resulting interview:

Services need to manage reverse ID better

August 22, 2016

Having finally relocated to a permanent address in Sydney and re-docking with government and utilities, I’ve been experiencing the whole gamut of customer services. There are a whole host of things to register for and the way companies go about it is different every time. The good news is that most of this is much […]

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You drive me crazy — considering the brand and human experiences of autonomous cars

July 23, 2015

Photo: Steve Jurvetson When Google’s self-driving Lexus cut off Delphi Automotive’s self-driving Audi, forcing it to take “appropriate action” by aborting a lane change, the near miss between them was reported in terms of the technology and liability. With the exception of Reid Hoffman’s thoughtful piece, Driving in the Networked Age, the brand and service […]

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From hunch to research direction to design concept

January 29, 2015

The most common issue service design students face is project paralysis in the face of infinite possibilities and the synthesis of a mass of research material. Services are often complex and the interconnectedness of problems can soon appear too difficult to tackle. Taking the leap to tentatively develop an idea, and letting go of the […]

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UXpod podcast interview

December 9, 2014

Gerry Gaffney interviewed me about service design and UX for the UXpod podcast a few weeks ago and it’s now online. You can play it on the UXpod website here, directly download the MP3 file or subscribe to it through iTunes or the RSS feed.

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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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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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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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