Service design, service innovation, design thinking, design strategy
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As an update to the post about Starbucks having to reinvent the coffee experience in its stores, the New York Times has an article that sums it up much better than I can, titled “Overhaul, Make it a Venti” (link). Â They highlight the fact that the coffee experience has developed since the inception of Starbucks, […]
As part of the course about Design as a Service to Industry, we held a workshop together with Norsk Filminstitutt to try out AT-ONE in a very compressed format. We ran through all letters within 4 hours with a goal to unearth the relevant issues before the student runs a more formalised AT-ONE process later […]
Judith has had her paper accepted for the Design Management conference in Paris in April. Her paper will focus upon design leadership and some of the terms that it has evolved from (design thinking, design management, strategic design etc). More information about the conference (here). Judiths abstract is available by mail from her.Simon has submitted […]
Starbucks, champion of the experience economy (link), is having to rethink its user experience. This is interesting, because in the late 1990’s Starbucks was the iconic example of how you could extract value from staging experiences rather than selling commodities. Coffee beans could only command 1-2 cents a cup, while the Starbucks experience could command up […]
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 […]
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Livework recently presented some great evidencing of the AT-ONE project in our monthly researchers meeting. Evidencing stands for tangible evidence, and is a means of rapidly producing service experiences at a very early stage of a project. Another term for evidencing is to produce archeology of the future, a means of looking back at something that hasn’t […]
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The sixth Design and Emotion conference will be held in Hong Kong  from the 6th to the 9th of October 2008. Aspects that will be covered are: Values & Culture, Usage & Interaction, Modeling Experience, Technology & Materials, Brands & Consumption, Methodological issues and Theoretical issues  We have submitted a paper to present the AT-ONE method and are crossing our fingers that […]
We have submitted an abstract for the Design Management Institute  academic conference this spring in Paris. There is strong competition to present papers, and we are hopeful that we will be accepted. The suggested paper we wish to present will critically review terms that are used to describe the role of design in strategic decision […]
After writing the last post about Jonathan Reynolds presentation about Service Innovation I started to think of great examples of service innovation in Norway. One which I admire greatly is the Statoil coffee deal. This is a deal from one of the leading petrol station chains in which you buy a coffee cup for 99NOK […]
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Jonathan Reynolds from SAID Oxford held a very interesting presentation at BI last week. His theme was Service-Innovation and he took a broad look at the field. He showed that Norway is not in the top league of service innovations, but is not trailing by much either and gave some interesting updates on facts: 1. […]
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.