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 mapping as a...

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....

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,...

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...