I had the fortune of presenting on a topic of great interest to me - context - at UX Australia this past August. I was inspired to think about how we can best design with different levels of context in mind. Using Ray and Charles...
In order to deliver appropriate service to your customers, and for your customers to receive and experience the service as you intend, service mapping can provide you with three things: Current state: A reflection on the service you provide today, putting you on the path...
Keeping the internal and external worlds separate may appear like the only, or the simplest way to do things, especially for highly fractious, silo-ed organisations, but this approach often results in disjointed services where the investment in designing the customer experience can be completely undermined...
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...
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. ...
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....
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,...
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...
