December 19, 2011
Rigorous process does not equal great service experience
A drive for consistent processes and service experience can leave services feeling sterile and those involved in the delivery of the service neutered...
December 19, 2011
Reflections on 2011
2011 has been an exciting year for Meld Studios. The following are some of the highlights of the year....
December 2, 2011
Service Design: A Twitter discussion with Dave Gray & friends
The following conversation took place via Twitter on Tuesday 29th November (late Monday 28th November in north america) between myself, Dave Gray, and a variety of other people. The topic was Service Design, with two main sub-topics: the main challenge for organisations contemplating service design/delivery;...