Service Innovation

I re-found a treasure today whilst looking up the bakery that tweets as its produce comes hot out of the oven (link). Its the global rich list and a very nice (and so old its retro-trendy) website that does one thing incredibly well. It makes you step back and think about your own financial situation […]

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I am working in the project planning the 2010 Government design competition in Norway, which will be focused upon healthcare. I am also hungrily looking for references related to user experience. Today I found some really useful documents that show how the NHS in the UK is really beginning to focus upon a patient-led health […]

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I am writing a chapter about design for experiences for the AT-ONE handbook at the moment and wanted to check some references. Into my inbox (from Ingrid, doing a really exciting project about health and well-being) came a rave review of this TED presentation by Daniel Kahneman. It’s  about the difference between experiences as experienced […]

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We are all sick of IVR phone menus – the ones that when you call offer you option after option of voice menus to direct you to the right place. Way back, I re-designed a few of them to make them easier to use, but they still are a poor substitute for a person on […]

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After a long Summer pause, and lots of work starting up the new Service-Design course we are running together with the Oslo Business School this fall, I thought I just had to point you to this news item at the BBC (link). Whole Foods, is a company that has 270 stores in North America and the […]

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We have just started a series of workshops together with actress Birgit Nordby to explore different ways to specify a service experience and define a brand personality. The background for this work is that service experiences are difficult to describe and specify.There are several reasons for this: we don’t have a terminology to describe experiences […]

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The sixth Design and Emotion conference will be held in Hong Kong  from the 6th to the 9th of October 2008. Aspects that will be covered are: Values & Culture, Usage & Interaction, Modeling Experience, Technology & Materials, Brands & Consumption, Methodological issues and Theoretical issues  We have submitted a paper to present the AT-ONE method and are crossing our fingers that […]

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