Service Innovation

Interesting blog post from Brian Thomson Collins (link) relating the power of design to the increasingly weak power of advertising messages. What makes it relevant and interesting for the service design community is that he repeatedly uses the term experience, and in effect, it is the experience that he argues trumps advertising. Unfortunately he uses the […]

Read Full Post »

Razorfish has just released an interesting report describing how moms use digital tools.   After interviewing 1500 women, they conclude: 1. 65% of mums use social networking sites, 56% SMS and 52% game online or via a game console. Gaming is no longer a niche activity for adolescent boys but has gone mainstream. 2. Moms […]

Read Full Post »

Over at Seeking Alpha (link), there is a post about Amazon using “frustration free packaging”, and how this connects well with their customers. This is both a green initiative, but mostly aimed at creating a better user experience. Amazon describes the initiative here (link) and supports the initiative by encouraging customers to upload videos of […]

Read Full Post »

Concepts describe the direction, content and core offering of a service that you suggest a company develop. They are high level descriptions that are detailed enough for someone to grasp, yet are at such an early stage that they have not consumed a lot of resources in their development. In other words, they are a […]

Read Full Post »

I have been searching for a good analogy for the workshop process in AT-ONE. The method uses each letter as a springboard for innovation through multi-stakeholder workshops. During each workshop, the focus is upon the theme of the letter itself (Actors, Touch-points, Offering, Need, Experience). One analogy that I have been using is that of […]

Read Full Post »

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 […]

Read Full Post »

Those clever bods down at the SAID business school have been following closely how Service Design consultancies do their work as part of a project funded by several British research councils (link). A kind of Service Design safari. And they have done a great job. Not only do they have loads of photographic evidence, they […]

Read Full Post »

Over at good experience (link) Mark Hurst has an interesting twist on usability testing, calling it listening labs. His point is that usability testing is often too goal directed and tests what the company wants to test, often excluding the opportunity for the customer to comment what they want to say. This fits in with […]

Read Full Post »

Having just posted about project funding in Denmark, I have just found the following from the UK, in which they are investing in Service Design for public services (link). It looks like public services might get the design that they deserve in the future.

Read Full Post »

At the recent Service Design Conference in Amsterdam (link), organised by the Service Design Network (SDN) the Nordic Countries were very visible. One of the expert panels consisted totally of Nordics, and it seems that the Nordic research councils have been quick to finance research into service design. This is now being followed up by […]

Read Full Post »