Service design, service innovation, design thinking, design strategy
Posted in Uncategorized on Aug 27th, 2010
Recent research confirms the trend that people regularly combine television viewing and other types of media. Data from online surveys of over two thousand people showed that people regularly update their facebook profiles, send IM messages, send text messages or surf the web while watching TV. This is particularly a part of life for 18-24 [...]
Posted in Uncategorized on Jun 29th, 2010
A recent article in the New York Times (link) highlights the frustrations we all have with services. They refer to a consumer reports survey (link) in which people were asked about everyday annoyances, with 10 being the most annoying, and 1 the least annoying. I guess it doesn’t take much to guess that high up [...]
Posted in Uncategorized on May 11th, 2010
At this years annual innovation conference run by the Norwegian research council, the AT-ONE project was invited to run a two hour workshop to give an introduction to service design and the AT-ONE method. We had 17 participants from a broad range of disciplines and companies and had a busy two hour session.
We chose to [...]
Posted in Uncategorized on Apr 21st, 2010
Peter Morville, him of the polar bear book on Information Architecture (link), and later Ambient Findability (link) has just written and interesting and informed piece about Ubiquitous Service Design (link). I’m always amazed about how compact and well linked his posts are, and this one is no exception. He introduces a great many terms, but [...]
Posted in Uncategorized on Mar 18th, 2010
I recently discovered the fun of bump, an iPhone app to transfer businesscards from one phone to another. Like NFC, which Timo has researched in the Touch project (link), this solution is based upon simple, yet effective user interface basics. The user is in control, a physical action is required by both to complete the [...]
Posted in Uncategorized on Aug 25th, 2009
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 [...]
Posted in Uncategorized on Aug 23rd, 2009
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 UK, [...]
Posted in Uncategorized on May 4th, 2009
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 [...]
Posted in Uncategorized on Mar 6th, 2009
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 on Jan 28th, 2009
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 [...]