Innovation in customer experience

March 10, 2011 In Customer experience Comments (0)

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 ...

eBook lending

February 24, 2011 In Musings Comments (0)

I've always viewed the inability to lend an eBook to a friend or family-member as a severe degradation of the book-reading experience. A loss that has arisen from the differences in copyright and digital rights management as they're applied to printed and electronic materials. Despite...

Australian Online Retail Forum

February 18, 2011 In Musings Comments (0)

Just attended the Australian Federal Government's Online Retail Forum. I was startled to hear that 58% of Australian businesses don't have websites. Fear of the inability to compete with overseas prices and cannibalism seem to be the mindset of many Australian retailers. I got the...

We’re presenting at Service Design 2011

February 2, 2011 In Presenting Comments (0)

Janna and Iain will be presenting at Service Design 2011 in Sydney on 3rd May. I believe tickets to the event are available now (apparently quite limited, so get in early!)Our presentation will focus on mapping services. To quote from the program:Service design cannot be...

Niina, Jono and Kimberley, welcome to Meld Studios!

January 30, 2011 In Musings Comments (0)

...and now we are six.Meld Studios is excited to introduce three very talented individuals that will strengthen and broaden our studio's capabilities. Please join me in welcoming Niina Talikka, Jono Yang and Kimberley Crofts. Take a look at their bios. We're not only excited about having more...

Quick takeaways from SDN Conference Berlin

October 19, 2010 In Service design Comments (0)

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

September 2, 2010 In Publications Comments (0)

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,...