What is Successful Service Design?

After a prompt from Apolitical, we got to thinking about how we might describe successful service design… particularly to a government audience. Simply put… Successful service design delivers outcomes that matter to all the users and stakeholders of a service. However, this is not so simply done, and there tend...

Three key ways Digital Disruption affects business

We are well past the point where we might argue whether specific industries will or won't be impacted by technology. The answer is a very firm: yes. We must now understand how the potential afforded by new technologies will change the shape of specific industries: their...

“Liberal arts sensibilities” required by businesses

I read a couple of things in today's Australian Financial Review that I felt like sharing. They quoted business management guru (their phrase) Tom Peters in an article entitled 'Liberal arts sensibility adds human touch'. Particularly interesting for us designerly types were the following: "Business is about...

The importance of “Yes, and…” to design

It's been written about a million times before, but attending the Global Sustainability Jam* over the weekend has reminded me just how important this little change of phrase is to the idea generation process. When you say "Yes, and…" it leaves open the opportunity for someone's...

Innovation at Fluxible

Later this week I'll be flying to Waterloo/Kitchener in Ontario, Canada to appear at the Fluxible conference. In my talk I'll be looking at how conducting research with different groups of customers and non-customers can open up new opportunities for innovation. In preparation for the conference...

When technology fades – a glimpse at the future of interaction design

As technology pervades our modern life, a truly elegant interaction becomes one in which the interface - the controls - disappear, and the functions of a 'smart object' become inherent to the object itself. Two recent examples give me hope that we're starting to get...

Innovation award for a Meld project

A belated congratulations to the NSW Department of Education and Communities (DEC) for winning a gold award at Intranet Innovations 2012 for the Employee Essentials – personalised toolbar....

Innovation success – tip #5

Don't choose just a single idea to progress: run with multiple, different ideas to uncover the seed of the great concept lurking within. The power of a design-led innovation process is that it allows you to quickly (and cheaply) explore multiple ideas in parallel. Sketches, prototypes,...