Service Innovation

I have written a bit earlier about using comics to communicate service design concepts (link), using the launch of Google chrome as an example. I recently came across this really great post: What’s Your Comic About?Communicating Complex Ideas With Comics. This not only describes the importance of using comics as a means of communication, but also […]

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Its a long time since we added to this blog, but the list of things to write about is just piling up on our desks. This one has been hanging around for quite a while. The people over at Smashing magazine have been doing some really good stuff recently, writing about personality, tone of voice […]

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I know this isn’t a good time to talk nice things about Apple, but I like this short catchy presentation that captures some of the key things about designing good products and services. Firstly I like the visualisation of the points. Its maybe a bit too fast-paced to catch everything that is said, but its […]

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One of the things often discussed in Service Design is how to engage customers during queue periods. Disney has a clear strategy to use queues to build expectation after realising that queues are unavoidable. I found this (link) over at Colossal, and it adds just that nice bit of Chrismas cheer in this silly season […]

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At gov.uk, you can find 10 simple yet effective design principles. These look like a great summary and summarise the most important things to think about when thinking digital services. There are a lot of nice details in the choice of guidelines, and also in their wording (be consistent, not uniform for example). I particularly […]

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I read this interesting blog post (link) on Brand Republic today and it reminded me of a couple of books that I read a long time back. Its always good to be reminded of some good classics. The first was “Good to Great”, (link) which summarised the importance of the infusion of a reason for […]

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This post links three recent things I have been reading. The first is to mention the Experience Based Design (EBD) approach developed by the National Health Service in the UK (link). I have been meaning to write about this for a while, because it seems to be gaining traction in other countries also. I particularly […]

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If you ever doubt the power and speed of word of mouth, then try doing this… A bank machine in Scotland was giving out extra money at the weekend, and suddenly a huge queue of people turned up to take cash out. Surprised? Not really. But how often is news like this spread so quickly […]

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I found this great interactive info-graphic on the Guardian website (link) as a precursor to the recent US election. What I really like about it is that it gradually reveals new parts to the story as you scroll down the page. This gives an immersive experience that I’m sure could be copied with success in […]

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I have just rediscovered visual complexity.com as a useful site for visualisations of various kinds. The site is simple, but the categories make it easy to browse and find useful examples. Here is an example of corporate connections which I think gives a nice visual representation of sub-brands and their parent organisations.      

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