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