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....

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...

Solving complex problems through design

The current issue of Interactions magazine contains an article of mine that looks at the qualities of design. In particular, those qualities that make it better suited to solving complex problems than other problem-solving approaches. Design is a broad arena of activity with a rich history,...

core77 – the strategic arc of interaction design

I recently wrote an article for Industrial Design publication core77 about the continuum of interaction design focus and the ways in which designers of interactions can move their practice towards a more holistic, systems design.As designers of interactions broaden their perspective and take a ...