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 ...

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,...