Category Archives: Service design
5 useful concepts when practicing service design
Towards the end of last year, Jono and I attended the 3 day Intensive Service Design Course at UNSW (November 21–23) lead by Marc Stickdorn. It was a fun and insightful experience with lots of acting and performing and also [...]
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 [...]
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 [...]
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 [...]
Spatial Seduction by figure3
I was fortunate to have attended the wonderful and exciting Service Design Global Conference 2011 in San Francisco in late October, where Meld Studios also presented two presentations. The weather was lovely in San Francisco and I got to see [...]
Levels of Context: The impact of zoom on the contexts we research, design for & implement within
I had the fortune of presenting on a topic of great interest to me – context – at UX Australia this past August. I was inspired to think about how we can best design with different levels of context in [...]
Service mapping: Understanding today, envisioning tomorrow, and planning a path
In order to deliver appropriate service to your customers, and for your customers to receive and experience the service as you intend, service mapping can provide you with three things: Current state: A reflection on the service you provide today, [...]
A service design approach is required to deliver great customer experiences
Keeping the internal and external worlds separate may appear like the only, or the simplest way to do things, especially for highly fractious, silo-ed organisations, but this approach often results in disjointed services where the investment in designing the customer experience can be completely undermined by the poor resources staff have to deliver the service. [...]
Mapping a service at Service Design Australia
Janna and I spoke at Service Design Australia on the topic of mapping a service. The presentation covered service mapping as a process for capturing what a service is, service mapping as an artifact for expressing a service, and service [...]
What service design can learn from Gehry Partners
Reflections on a recent lecture organised by the School of Architecture, presented by Craig Webb from Gehry Partners, a colleague of the star architect Frank Gehry for over 20 years. [...]
