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 …
Doctor's Note
A mix of essays and commentary about design, innovation, technology, society, coaching, personal and leadership development. Since 1996.
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 …
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