Service design, service innovation, design thinking, design strategy
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A new article in the Guardian newspaper (link) reports that the Admiral insurance company will use your Facebook and other social media content as a means of adjusting your insurance premium. This is in addition to other data that they have and buy. I think this is an interesting development in the use of data as a […]
We continue to update the touch-point card set, and a new set is now available (Cards-PRINT). This is a major update of the cards in two ways. Firstly, we have added emotion cards to the touch-points. This helps you when evaluating existing services or designing new ones, since you can take into account the emotional […]
As part of the ongoing court appeal from Samsung, the Supreme Court of the USA has released supporting documentation (link), much of it about the value  of design. It is worth reading for a couple of reasons. Firstly because the list of contributors is a whose who of design names including Dieter Rams, Lord Foster, […]
Tor Andreassen from the Centre for Service Innovation (link) recently sent me a link to the New York Times article, reporting some work from England about how self-service checkouts encourage or even result in stealing. This is work from the UK, that has also been reported during the summer in the British press, which I find […]
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A bit late  posting this, but I thought I would share this anyway, because its a nice touch to the patient experience. According to ABC news (link), babies born at Magee-Women’s Hospital at the University of Pittsburgh Medical Center get special stockings if they’re in the hospital on Christmas Day. A nice touch, and I’m sure, […]
I am very lucky to be working with Ted Matthews at AHO (link), who is completing a PhD in the area of  design and experience with a focus upon the ritual and sacred. The discussions we are having about service design and meaning are really useful, and are challenging some of the traditional thoughts about […]
I wrote recently about the turn-around at Ryanair (link), in which they have systematically been improving the customer experience. Well, it seems that this is bearing fruit. The recent investor communication from Ryanair shows it contributing to consensus-beating third quarter net profits of €49m and a full-year profits upgrade. As reported in the Financial Times (link), Ryanair […]
I just read this piece on CNET (link) about how Apple is well placed in a tech world that is becoming more fashion oriented. Personally, I think that the word fashion is used a little too often to explain our experiential hunger for products and services. It seems like the word fashion is a safe […]
I recently saw this on the BBC  news site (link) showing how the creative industries are showing strong growth. Not only do the creative industries generate almost £77 billion in income, they also now employ 5.6% of UK jobs. Its nice to note that Design had a year on year growth of almost 18%. In […]
I am super enthusiastic about two recent interactive touch-points, that I think show the power of giving control to the customer. The first of these is the Honda R advertising campaign (link), in which the Honda Civic is presented in two ways at the same time. One, as a supportive family car, and the other […]
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