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 …
Doctor's Note
A mix of essays and commentary about design, innovation, technology, society, coaching, personal and leadership development. Since 1996.
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 …
Lamy's attention to detail in customer service
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 …
Design Research Techniques
Design Research Techniques is an “online repository is a necessarily unfinished and evolving resource for Participatory Design Techniques. These …
Square Cash
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 …