Doctor's Note

A mix of essays and commentary about design, innovation, technology, society, coaching, personal and leadership development. Since 1996.

Capital One's acquisition of Adaptive Path shouldn't be news

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 …

Learning from Raiders of the Lost Ark

I’m in the research phase for a book project that looks at how and what designers and organisations—particularly those involved in service design or …

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 …

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 …