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