A drive for consistent processes and service experience can leave services feeling sterile and those involved in the delivery of the service neutered...
2011 has been an exciting year for Meld Studios. The following are some of the highlights of the year....
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;...
I'm very frustrated right now, having just received an email telling me that my presentation at a conference on customer self-service has to be cancelled due to a contractual conflict with the conference sponsor.I had been asked at short notice - last Monday - to...
I was fortunate to have attended the wonderful and exciting Service Design Global Conference 2011 in San Francisco in late October, where Meld Studios also presented two presentations. The weather was lovely in San Francisco and I got to see a lot of...
(Republished from interaction.ixda.org)As the focus of the work of Interaction Designers has shifted from direct control-response interfaces to the design for behaviour and activity, the nature of our work has also shifted away from the design of discrete interactions to the consideration of complete, integrated...
In September I was lucky enough to go to Amsterdam to attend Picnic, a three day festival of design, science, technology, media and business. Here's a short review....
Meld Studios is excited to have four studio members attending the Service Design Global Conference in San Francisco October 20th & 21st. Iain Barker and I will be giving a talk about service mapping, this time focusing on the value service mapping has for business....
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...
