Service design, service innovation, design thinking, design strategy
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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 […]
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. […]
Following on from the previous post about CD Baby I wanted to show how Puma manages to add a bit of personality to its brand through packaging details. I use an old Puma shoe box as storage for stuff at home, and I always like to open the box to remind myself of the small […]
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A recent post on Daily fix brought up the issue of brand personality recently. They focussed upon the e-mail confirmation a reader received from CD baby for some CDs that were ordered (link). There then ensued an interesting discussion about the way companies formulate texts to customers. Heres the original text from the letter: Your […]
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Heres a nice article from Business Week about Service Prototyping (link). The article shows how prototyping helps understand the holistic experience that a service gives: Think of GM’s (GM) On-Star in-vehicle security and communications system. A physical model of the blue OnStar call button doesn’t begin to convey the relief a lost or injured driver […]
A recent crop of news items about Virgin Galactic have caught my eye. Firstly, the logo for Virgin Galactic is designed by Phillippe Starck. Link Secondly, the interior for the Virgin Galactic ship is designed by SeymourPowell. Link Thirdly, the Virgin Galactic Spaceport is to be designed by Foster and Partners. Link It is clear […]
Although this is old news, I think its still worth a comment. An IPhone user made news by uploading to YouTube a video showing her first IPhone bill, all 300 pages of it. Link This just highlights to me the distance between the total user experience that Apple has strived for through the integration of […]
Interesting to see that EBay is now attaching great priority to the customer experience. Link I think that this is an area they have neglected for a long time. Interesting to read that the reasoning behind this is: “EBay needs to evolve the user experience to be more competitive and differentiated” Reading between the lines, […]
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.