Author Archives: Steve
User Experience: A response to Adam Connor
What follows is a response to Adam Connor’s attempt to articulate his personal definitions and beliefs about UX Design. I appreciate the effort required to make such an attempt, and respect that these are his beliefs and will try to [...]
A spirituality of technology…
In his recent article “Heart of Darkness: A mild polemic” Jon Kolko quotes a line from me. We had been discussing the article and the topic; here is the full version of what I wrote. I didn’t want it to [...]
Service design, interaction design & design thinking
I was recently in the position of needing to articulate for a group of people what it is I mean when I use certain phrases/terms – interaction design, service design, and design thinking in particular. For reference, here they are. They’re [...]
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 [...]
Some of the ideas you won’t hear from me this week…
I’m very frustrated right now, having just received an email telling me that my presentation at a conference on customer self-service has to be cancelled due to a contractual conflict with the conference sponsor. I had been asked at short [...]
The progress of interaction design
(Republished from interaction.ixda.org) As the focus of the work of Interaction Designers has shifted from direct control-response interfaces to the design for behaviour and activity, the nature of our work has also shifted away from the design of discrete interactions [...]
Innovation in customer experience
The experience delivered by a product or service can be a source of competitive advantage and business value through innovation. Experience designers – using the empathy they generate with customers during primary research, and the understanding of the customers’ broad [...]
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Presenting at UX London
I’m happy to have been added to the workshop program of the upcoming UX London conference being held at the Cunningham Hotel, London, April 13-15. [...]
eBook lending
I’ve always viewed the inability to lend an eBook to a friend or family-member as a severe degradation of the book-reading experience. A loss that has arisen from the differences in copyright and digital rights management as they’re applied to [...]
In defense of negatives
The definitions we use to describe what it is that we do – be it interaction design, service design, experience design etc – tend to be coached in positive terms. We talk about designing services that are efficient and that [...]
