January 2008
45 posts
Financial service design prototypes →
Heavyweights weigh in on The Future
Various significant heavyweights debate the future of design. I particularly like Hillary Cottam’s assertaion that “every parliament should include at least one designer.”
I’m guessing she means Art School graduate right? All parliaments have, after all, been designed.
“According to one IBM report, today more than 70 percent of the U.S. labor force...”
– Shelley Evenson
Service design in pictures
Several posts on service design with some great pictures - Covers the Emergence conference quite thoroughly… IN particular, Mark Jones of IDEOs talk on redesigning a call centre:
“The methods they used to help their client involved doing observations, domain study, working with stakeholders, experience maps (”the health journey”), workshops on finding a focus (”be clear about your...
Polls: 44% Normally Disbelieve Any And All Company... →
wow.
1 tag
2 tags
More evidence that the marketeers are coming!
From an NYT article called The New Advertising Outlet: Your Life Stefan Olander gloabl director for brand connections at Nike says:
“We want to find a way to enhance the experience and services, rather than looking for a way to interrupt people from getting to where they want to go. How can we provide a service that the consumer goes, ‘Wow, you really made this easier for me’?”
Nike, of course...
“A human being should be able to change a diaper, plan an invasion, butcher a...”
– Robert A. Heinlein
Could be the Service Designers Manifesto!
via
“It takes 20 years to build a reputation and five minutes to ruin it. If you...”
– Warren Buffet
via
1 tag
Are the new marketeers service designers in...
No. Its a very different type of practice, that comes at the question from a sales point of view, not a users. Nonetheless, as this Ad-Age article points out in its piece on A-list agencies:
“At least half of the agencies we chose [for the A-list] have developed or are working on developing products of some kind - video games, in-flight e-mail tools, travel luggage - on behalf of a...
2 tags
“Apple “knows how to swoop in late and slash the nonsense out of a product.”
– Geoff Vuleta, CEO Fahrenheit 212
What Should Apple Do Next?
2 tags
1 tag
“This generation’s design movement is built less on a coherent set of ideas than...”
– The Revolution Will Not Be Designed
via and via and via etc…
Coffee cups as a sticky touchpoint for gas... →
Great little piece on a great little service design from AT-ONE. As an aside, these guys are getting better and better, interesting posts, nice and focused, non Anglo/US perspective. Keep an eye on their blog.
3 tags
Service Innovation Patterns (pdf)
Research presentation (pdf) from Robert J. Glushko & Christo Sims of Berkeley.
“Because services are often less tangible or more abstract than products, service descriptions are more amenable to conceptual manipulation. This suggests that design patterns or models for services could be exploited systematically to invent new or improved services”
They go on…
“Rather...
Digital strategy: utility vs experience →
Service design jargon
“If I start orating about co-production, empowerment, service-delivery-blueprints, costumer-journeys, touch-points, service-ecology and so on, my clients generally start to get nervous. “What the hell is he talking about? I thought we were working on a marketing plan?”
DesignThinkers: What The Hell? (Talking Service Design)
New book from Adaptive Path
“To achieve success in today’s ever-changing and unpredictable markets, competitive businesses need to rethink and reframe their strategies across the board. Instead of approaching new product development from the inside out, companies have to begin by looking at the process from the outside in, beginning with the customer experience.
It’s a new way of thinking-and working-that...
“Well, try this. Go on, take it. Take a bite. No, really. See how good it feels...”
– rodcorp
“Marketing is a Tax You Pay for being Unremarkable”
– Robert StephenFounder and Chief Inspector, The Geek Squad
What is so sustainable about service design?
Haven’t read this yet - bizarre iFrame format renders it tricky - but could prove interesting…
link: design philosophy papers
“Bichard bangs the drum for “service design”, which translates roughly as “better...”
– Redesigning design - Times Online
Via Jeff
“To what extent can explicit design processes and methods help managers,...”
– Find out here: Designing public services
2 tags
Engine and Social Service Innovation
Aviv has posted an update on Engine’s social innovation projects on our website:
“Last year Engine embarked on a number of exciting projects with local councils, to explore new approaches to social innovation in the public sector.
With Kent County Council, Engine is helping to establish SILK, a Social Innovation Lab for Kent, through which user-centred innovation methodologies...
Fire Your Customer →
2 tags
Tompeters on kicking ass
“As I imagine it, 100% of the readers of this Blog are Professional Change Agents, fighting wars against the bureaucratic evil empires that impede success”
link to awesome article on how to ge things done inside organisations
Experiential and sensorial qualities of digital... →
Somewhat test post, done through my iPhone!
If only apple would sort out copy and paste functionality…
“Service Science: Trans-disciplinary Approaches and Advances for the 22nd Century...”
– Surely a joke?
Center for Excellence in Service - Robert H. Smith School of Business - University of Maryland, College Park
How to do customer service right
“But the secret formula may be the personal attention paid to customers by sales staff. Relentlessly smiling employees roam the floor, carrying hand-held terminals for instant credit-card swiping. Technicians work behind the so-called genius bar, ministering to customers’ ailing iPods, MacBooks and iPhones. Others, designated “personal trainers,” give one-on-one instruction and lead...
Surf the zeitgeist →
Thoughts on the design of public services
“Only in the last few years the design discipline has started a critical analysis of those themes. It has extended and moved its focus from material products to services, from manufacturing industries to all kind of public and private organization that can produce innovation. Furthermore a systemic approach to design supported the development of methodologies to manage complex systems in...
“The Hotel School’s mission is to create and disseminate knowledge about...”
– A service design school…
The Hotel School