service-design

Service Experience Conference 2017 Closing Keynote

I had the pleasure of giving the closing keynote at the Adaptive Path Service Experience Conference 2017. There was a fantastic line-up of speakers and now all of the videos and decks are online on their summary of the conference.

I really recommend taking a look at all the talks, but I’ve embedded mine below (which might not work in the RSS feed):

Andy Polaine // Designing Living Services // The Service Experience Conference 2017

Pre-digital versus digital services

Seth Godin has written an interesting observation about a common experience of hospitals in a piece titled Pre-Digital: A brief visit to …

On Insurance Lying

(Photo: Steve Rhodes) I have a friend whose father used to be an insurance underwriter and he used to always complain about people lying …

Nest – Why Product Designers Don't Design Products Anymore

By now most of you will have already seen the learning thermostat, Nest, designed by Tony Fadell, who led the team that created the first 18 …