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:
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]