Category Archives: Service design
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. [...]
The impact of “undesigned” service experiences
Designing great experiences requires an organisation to design not just a series of artifacts, but also to design the things that go on in between those interactions. [...]
Presenting at Intranets 2011
I will be talking at Step Two Design’s Intranets 2011 conference in Sydney in May. During the talk I will be drawing connections between customer experience, service design and intranets. Bookmark on DeliciousDigg this postshare via RedditShare with StumblersTweet about [...]
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 [...]
Quick takeaways from SDN Conference Berlin
We attended the Service Design Network conference in Berlin last week, where Service Design practitioners from around the world (mostly Europe) gathered to share their insights. Here are 6 high-level takeaways: The distinction between Service Design and Design thinking is [...]
