Service design, service innovation, design thinking, design strategy
Posted in Uncategorized
John Thackara (link) introduced me recently to Hello Health (link), a thoroughly modern primary  health service in New York. They have done something that seems obvious and simple – made the doctor personal again – through using the technology many of us have (Iphones, video-phones, email etc).  There is something compelling about this, even though […]
Over at clickz, (link) Jack Aaronsen claims that in these downturn times its even more important to focus upon the quality and consistency of the customer experience, particularly customer service. The article focuses particularly upon the importance of touch-point co-ordination for customer service, noting that customers expect to be able to use whichever touch-point they […]
Posted in Uncategorized
Colleen Jones has written an interesting post about multi-channel strategies over at UX matters (link). As she points out, customers don’t think about multiple channels, they just use the channels that seem natural at each time. However, from a company point of view, multiple channels cause all kinds of problems; organisational, technological and content-wise. Colleen […]
A recent crop of news items about Virgin Galactic have caught my eye. Firstly, the logo for Virgin Galactic is designed by Phillippe Starck. Link Secondly, the interior for the Virgin Galactic ship is designed by SeymourPowell. Link Thirdly, the Virgin Galactic Spaceport is to be designed by Foster and Partners. Link It is clear […]
Although this is old news, I think its still worth a comment. An IPhone user made news by uploading to YouTube a video showing her first IPhone bill, all 300 pages of it. Link This just highlights to me the distance between the total user experience that Apple has strived for through the integration of […]
This book will teach you how to use the service design methodology AT-ONE to jumpstart your process.
You can read more about the AT-ONE book or send an email to order it.