This post links three recent things I have been reading. The first is to mention the Experience Based Design (EBD) approach developed by the National Health Service in the UK (link). I have been meaning to write about this for a while, because it seems to be gaining traction in other countries also. I particularly […]
Tag Archive 'Starbucks'
I have been writing about the differences between products and services recently, and started to focus upon the aspect of time. Product and graphic designers traditionally haven’t had much practice designing for time – things that happen in sequence during service provision, or a long term relationship lasting years. The focus has been upon the […]
I have been following the fall of Starbucks with interest, and a recent comment by John Quelch on the Harvard Business Publishing blog (link) entitled “How Starbucks’ Growth Destroyed Brand Value” caught my eye yesterday.The reason for the renewed interest in Starbucks is the recent announcement that Starbucks is to close 600 stores in the […]
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.
Tags
Actor Authenticity Behaviour Brand concept Customer Design leadership Design Management Design Thinking Desirability Desire Emotion Engagement Evidencing Experience Health innovation Interaction-Design Interface Method Multi task Nudge Offering Personality Persuasion Prototyping ritual Sacred Self service Service Service Design Service Innovation Service Journey Social media Starbucks Strategic Design Tone of voice Touch-point Trend User User-needs User experience Visualisation Web 2.0 Zeitgeist