The web is a perfect way to get customers to provide feedback and suggestions for improvements. We have mentioned before that customers are bursting with comments, criticisms and ideas, and just waiting for an opportunity to share them. Creating a dialogue between a service provider and customers in this way is a sure way to […]
Category Archive for 'Uncategorized'
Hello Health
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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 […]
The chancellor of the exchequer Alistair Darling has highlighted the importance of Service Design in the public sector, and urges local government to improve services by using design. In a statement it was mentioned that  “innovation and service redesign will be critical in order to achieve improvements in the quality and efficiency of public services […]
Those clever people down at the British Design Council seem to have been reading my mind. I have been discussing with Berte Helgestad from Norsk Tipping (link) about scenarios and forecasting and the role of design in this. I think Design has a lot to offer to both, in terms of Design Thinking, but also […]
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 […]
Thanks to Maziar Raein for this link to ColaLife (link), an idea that combines service design with socially responsive design in a good way. The idea is simple, use the fantastic distribution network that Coca Cola has, to distribute essential extra items that can be life savers in developing countries. As an example, distributing rehydration salts […]
In a recent report, Forrester research present data that correlates a positive customer experience to customer loyalty (link). They surveyed 4700 people and received data on about 1000 companies, regarding the link between loyalty and experience. As they say themselves: Our analysis shows that good customer experience correlates to consumers’ willingness to repurchase, reluctance to […]
The project has taken initiative to establish a Nordic Service Design conference, which I hope we can run every second year, in a different, and lovely Nordic destination. First off is Oslo, and in collaboration with the Norwegian Design Council, the conference will run from the 24th to the 26th of November 2009 at DogA, […]
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 […]
Article about AT-ONE
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Judith was recently interviewed by the research council for their magazine “verdiskaping”, which is the Norwegian way of saying value-creation.  The article (in Norwegian) describes her earlier work with the airport express train service, which is now ranked #1 in Norway in terms of customer satisfaction. It then describes Service Design, AT-ONE and a […]
The AT-ONE book
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.
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