Service Innovation

There seems to be a major gap between businesses’ view of design as essential partner in innovation projects and research that shows the value of design. This is something I have been thinking about for a long time, and my experience is that companies have to experience the value of design to be able to [...]

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I have been meaning to blog about this for a while - the old spice adverts (link) and their effect. Almost everyone has seen and talked about the Old Spice adverts on YouTube (if you were holidaying this summer - look here), and the clever way that he created YouTube answers to questions received via [...]

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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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Mosse, my colleague at work, sent me a link to this interesting discussion regarding the ability of facebook to be a successful persuasive technology with resulting behaviour change. We are both interested in how the combination of ubiquitous technologies, social media and service design can be combined to nudge behaviour, particularly in public services such [...]

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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 [...]

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Spotify managed to tempt me to click on an advert for changing my mobile phone subscription which took me to a nicely simple way to tailor a subscription (link). It uses sliders to allow me to choose precisely the combination I want for phone minutes, SMS, MMS and Internet use.

I have always liked sliders as [...]

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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 [...]

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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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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 [...]

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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
we don’t [...]

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