Andy Polaine
UX Week 2014 Talk Video
The video of my UX Week 2014 talk, Designing Multichannel Services for Lives Beyond the Screen is now online (and embedded below). There were some great …
Writing & Thinking
A mix of essays and commentary about design, innovation, technology, society, coaching, personal and leadership development. Since 1996.
UX Week 2014 Blueprinting Workshop
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 …
Customer service experienced in bits
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 …
Talk & Workshops at UX Week 2014
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 …
Interview at the 2014 Science-to-Business Marketing Conference
I gave a keynote a couple of weeks ago at the 2014 Science-to-Business Marketing Conference in Winterthur and Todd Davey interviewed me afterwards about service …
Apple, Beats and wearable tech
All the speculation about Apple designing and iWatch and the noise about their acquisition of Beats got me wondering why we do not pay more attention to the …
Service Design in Japanese
I’m happy to announce that our book, Service Design: from insight to implementation has just been translated and published in Japanese by Maruzen …
Chris Risdon on Orchestrating Touchpoints
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 …
Dave Malouf on Storytelling and Interaction Design
I talk a lot about the importance of thinking about the story of your product or service. I have always assumed this has to do with my background of studying …
Collaborative long form writing – the story behind the book
A few people have asked me about the process of writing our book on service design given that the three of us are in different countries and all have different …
Smart companies trust people
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 …
Mentalism for service delivery?
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 …
Swiss Design Network coordinator job
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 …
Services that fix services and the inverse experience umbrella
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 …
Lists and numbers versus stories
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 …