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 not particularly long, or exhaustive,...

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;...

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 notice - last Monday - to...

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 to the consideration of complete, integrated...

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 context ...

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 printed and electronic materials. Despite...

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 provide differentiation; that are useful,...

Strategic arc of interaction design – UX Australia audio

The recording of my 10-minute presentation at UX Australia - the Strategic arc of interaction design (based on the Core77 article of the same name) is now available, and so are the slides.If you weren't able to make it to the conference, but would like...

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 blurry. Many presentations treated the two...