Service Innovation

Quite a lot of people have liked the touch-point cards and have been spreading the word about how useful they are in service innovation projects. I have received several emails requesting sets, but have been unable to deliver. The first two print runs of the cards went very quickly. Now, I’m pleased to say that […]

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I have received a lot of positive feedback recently about the post describing the experience centric organization (here and here). Some of the companies I am working with are now exploring what it means to be an experience centric organization, and what it means for project teams. Since Steve Jobs has been on my mind […]

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I came across this website (link)  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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This is the second of two posts about the experience-centric organisation. In the previous post I introduced it, and in this one I will explain a little about what it means to become experience-centric. To design for experiences requires several things. More and more, I see that if you want to have experiences as your […]

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This is the first of two posts that discuss the experience economy under the terms experience-centric organisation. In the second one, I will write a bit about what the experience centric organisation means, but in this one, I want to introduce the term and where it came from (at least, in my mind). During the […]

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Todays announcement of a strategic alliance between Nokia and Microsoft has prompted me to write something here, that I started thinking about a year (or so) ago, or even several years ago. Its about whether Nokia ever really understood design and the customer experience. Many, many years ago, in 1998, Nokia launched the 8810. It […]

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I have moved to wonderful Copenhagen for a year, to finish off the AT-ONE project and complete my PhD. As an immigrant, I have had to sign up for all kinds of different things; doctors, social security number, insurance etc. This is giving me quite an insight into a lot of services over here. Today, […]

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It’s a long time since we last posted on the site, and thats because we have been very busy. We have just got back from the ServDes conference in snowy Linköping. It was a great conference, and the book (This is Service Design Thinking) was launched with two chapters from the AT-ONE project.  Not only […]

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Ted Mathews, a designer colleague, has spent the past few years convincing me of the importance of rituals and sacred object in our lives. Classic examples from the Catholic mass, or the stepwise transition within the freemasons, show how well honed both rituals and sacred have become over the years. However, he has got me […]

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I came across this info-graphic on flowtown (link)  that shows the rise and rise of apps on our phones.

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