Using design to build organisational resilience

The world is changing Today’s customers have high expectations. Among other things they want:To be recognised To receive personalised services To consume services easily - when, where and how it suits them To connect with the people around them To trust the organisations they interact with Transparency Privacy Unexpected moments of surprise and...

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;...

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 ...

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 ...