Andy Polaine
Is Design Research Useless for Innovation?
Don Norman has just posted a very provocative and thoughtful piece about the value of design research, or not. “I’ve come to a disconcerting …
Service Design
Time-shifting payments with Sprize and Swiss Rail
Gap’s new pilot service, Sprize, deals with an age-old irritation. You buy something at full-price only to find it reduced in a sale a few days later. It …
Your Failure of Service Is Another's Opportunity
Some of you have no doubt read Dustin Curtis’s post about the incompetence of American Airlines & The Fate of Mr. X. American Airlines fired Mr. X …
How much is good service worth? £25m for Amazon UK.
(Photo credit: xrrr on Flickr) Amazon’s entire offering really boils down to two things. The first is to facilitate a person in a warehouse somewhere …
Teaching Service Design at Lucerne School of Art and Design
Regular readers of Playpen may have notice things have been somewhat quiet around here recently. There are two reasons for this. One is that Twitter has made an …
Service Means Survival
(Photo credit: dos2kx) Lauren posted a linke to BusinessWeek’s report, When Service Means Survival. The basic thrust is that in a tight economic …
Interaction Design for Behavioural Change
Interaction design is all about changing people’s behaviour. Without the action > reaction part, there is no interaction. Whether you click one button …