Service design, service innovation, design thinking, design strategy
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I came across this website (link) Â recently, and to me as a service designer, it has an instant appeal. It just offers one product as best in category, and thats it. But, somewhere, is a nagging feeling that it is just too simple, and that things can’t be that easy. I don’t know if you […]
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Today, five years ago, the first Youtube video was uploaded. A very short video of one of the founders at the zoo. Its still online. Its amazing that in only five years it has become such a central part of our viewing habits on the net and perhaps is the best example of a user […]
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Found this site recently (link), not that I am thinking of planning, saving or getting married. What struck me about it was the obvious link and connection between the two actors – Â a wedding planning magazine and a savings bank. The site incorporates the two parts nicely into an integrated whole, and its is difficult […]
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For those of you interested in comparisons of methods to gain user insights, Brianna Sylver has compiled a nice comparison over at Core 77. It can be found here. Most of it is known stuff, but I like the way she relates the different methods to the different phases of the design process. However, its obvious […]
The web is a perfect way to get customers to provide feedback and suggestions for improvements. We have mentioned before that customers are bursting with comments, criticisms and ideas, and just waiting for an opportunity to share them. Creating a dialogue between a service provider and customers in this way is a sure way to […]
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 […]
Over at the lonely marketer blog (link), there is a lovely story about how one person has created a change within their organisation, which has had wide ranging impact. Put simply, to find out about employee opinions regarding various themes, an employee puts two chairs out in the busy walkway at the company campus, adds […]
Kevin Kelly has an interesting reflection about what happens when digital copies of content become freely available and how value can be generated elsewhere. The blog post is titled “Better than free” (link) and asks the important question about what we can do when the traditional business model for content no longer works. Things that […]
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.