Wednesday, October 29, 2008
Tuesday, October 21, 2008
The lunch currier
Draft version of the video presented at the "Changing the Change" conference in Torino (July 2008)
Monday, October 20, 2008
Service Opportunities
A great list of service opportunities from Patricia Seybold (Outside Innovation).
".... Here are just a few examples of customer-unfriendly policies that annoy customers while increasing operational costs:
• Placing a multi-day hold on funds deposited at an ATM machine, forcing customers to come into the branches to make deposits so they can access their money (a common banking practice in several countries).
• Requiring that a serial number match a service contract number before you'll provide technical support or renew a support contract.
• Requiring that the customer type in a long license key in order to load the software he has purchased.
• Limiting the number of times a customer can load a game, music, or other purchased intellectual property on his own machines or systems.
• Making it difficult for customers to return or exchange goods they have purchased.
• Making it difficult for customers to redeem coupons or rebates in the hopes that they will neglect to do so.
• Making it difficult for distribution partners to gain approval for promotional programs and deals before they can quote a price to end-customers.
• Making it difficult for customers to renew, exchange, and/or co-terminate a support contract that covers a number of products, many of which have been added, moved, or amended since the contract was originated.
• Making it difficult for customers to change the terms of a loan, mortgage, or other financial agreement when their circumstances have changed.
• Providing networked products that can't self-register and identify themselves when they connect to a network.
• Requiring customers who travel to pre-notify their credit card providers and their mobile/wireless providers that they are about to travel in order to ensure that they receive uninterrupted service. "
Read the article.....
(Via Choosenick)
".... Here are just a few examples of customer-unfriendly policies that annoy customers while increasing operational costs:
• Placing a multi-day hold on funds deposited at an ATM machine, forcing customers to come into the branches to make deposits so they can access their money (a common banking practice in several countries).
• Requiring that a serial number match a service contract number before you'll provide technical support or renew a support contract.
• Requiring that the customer type in a long license key in order to load the software he has purchased.
• Limiting the number of times a customer can load a game, music, or other purchased intellectual property on his own machines or systems.
• Making it difficult for customers to return or exchange goods they have purchased.
• Making it difficult for customers to redeem coupons or rebates in the hopes that they will neglect to do so.
• Making it difficult for distribution partners to gain approval for promotional programs and deals before they can quote a price to end-customers.
• Making it difficult for customers to renew, exchange, and/or co-terminate a support contract that covers a number of products, many of which have been added, moved, or amended since the contract was originated.
• Making it difficult for customers to change the terms of a loan, mortgage, or other financial agreement when their circumstances have changed.
• Providing networked products that can't self-register and identify themselves when they connect to a network.
• Requiring customers who travel to pre-notify their credit card providers and their mobile/wireless providers that they are about to travel in order to ensure that they receive uninterrupted service. "
Read the article.....
(Via Choosenick)
Design thinking is basically about being able to make good PowerPoint slides...
A sceptical point of view from John Maeda:
"While the corporate world is obsessed with the idea of design thinking -- which relies on data and process for inspiration -- Maeda is skeptical. "Design thinking is basically about being able to make good PowerPoint slides -- the quad-chart slide, the stakeholder slide. I get that. I think it's important. But at the same time, you hear whispers, even at Stanford, that people aren't making things anymore." Scott Klinker, head of the 3-D design program at Cranbrook Academy of Art, who defended the intuitive, qualitative approach to design at this year's Industrial Designers Society of America conference, agrees: "The proponents of the strategy-based approach say, 'Don't worry about form. We'll save you with design thinking.' I think that's crap. Design has always been a complex synthesis of analytical and intuitive processes."
Read the article...
(Thanks to Arjan van Woensel)
"While the corporate world is obsessed with the idea of design thinking -- which relies on data and process for inspiration -- Maeda is skeptical. "Design thinking is basically about being able to make good PowerPoint slides -- the quad-chart slide, the stakeholder slide. I get that. I think it's important. But at the same time, you hear whispers, even at Stanford, that people aren't making things anymore." Scott Klinker, head of the 3-D design program at Cranbrook Academy of Art, who defended the intuitive, qualitative approach to design at this year's Industrial Designers Society of America conference, agrees: "The proponents of the strategy-based approach say, 'Don't worry about form. We'll save you with design thinking.' I think that's crap. Design has always been a complex synthesis of analytical and intuitive processes."
Read the article...
(Thanks to Arjan van Woensel)
Thursday, October 16, 2008
Designing Interactions
A book and a website from Bill Moggridge with some great interviews .
"Designers of digital technology products no longer regard their job as designing a physical object—beautiful or utilitarian—but as designing our interactions with it. In Designing Interactions, Bill Moggridge, designer of the first laptop computer (the GRiD Compass, 1981) and a founder of the design firm IDEO, tells us stories from an industry insider’s viewpoint, tracing the evolution of ideas from inspiration to outcome." go...
"Designers of digital technology products no longer regard their job as designing a physical object—beautiful or utilitarian—but as designing our interactions with it. In Designing Interactions, Bill Moggridge, designer of the first laptop computer (the GRiD Compass, 1981) and a founder of the design firm IDEO, tells us stories from an industry insider’s viewpoint, tracing the evolution of ideas from inspiration to outcome." go...
Friday, October 10, 2008
Will A New Breed Of Innovation Companies Eventually Settle Into The Realm Of New Product/Service Innovation?
Idris Motee on Product/Service Innovation
"Can adv agencies design great products and/or experiences? You would think so? Over the years they have narrowed their skills (rather than broadening) and their core capabilities were reduced to doing the following three things 1/ finding a unique way to positioning a products within its category 2/adjustments of minutia to affect the consumers’ perception of the brand 3/ maximize repetitive exposure and extend reach. Innovation is not a core capability. Deep customer insight is not a core capability (over reliance of traditional research is the problem). Customer engagement is not a core capability (although they refer customer engagement as engaging through a 30sec TVC). It makes you wonder whether a new breed innovation companies will eventually settle into the realm of new product innovation and brand / communication innovation or even push into the space to deliver business model innovation."
Read the article...
"Can adv agencies design great products and/or experiences? You would think so? Over the years they have narrowed their skills (rather than broadening) and their core capabilities were reduced to doing the following three things 1/ finding a unique way to positioning a products within its category 2/adjustments of minutia to affect the consumers’ perception of the brand 3/ maximize repetitive exposure and extend reach. Innovation is not a core capability. Deep customer insight is not a core capability (over reliance of traditional research is the problem). Customer engagement is not a core capability (although they refer customer engagement as engaging through a 30sec TVC). It makes you wonder whether a new breed innovation companies will eventually settle into the realm of new product innovation and brand / communication innovation or even push into the space to deliver business model innovation."
Read the article...
Monday, October 6, 2008
Friday, October 3, 2008
Service Stories #7
I am collecting these testimonies (service stories) from end-users because they are great research material and help me gain more insight. Beside that these videos illustrate the changing world companies and governments are facing.
Bad Experience with Sprint Wireless
Bad Experience with Sprint Wireless
Thursday, October 2, 2008
Wednesday, October 1, 2008
Service Design Network Netherlands
I am proud to announce that Eden Design & Communication, 31Volts, Creative Cities Amsterdam Area, STBY and DesignThinkers have launched the Service Design Network Netherlands.
Since June 2008, in monthly informal meetings, Service Design professionals in the Netherlands exchange knowledge and experiences arising from their work in this emerging field.
Several initiatives to widen this network and mutually promote service design in The Netherlands have already emerged. The network has been officially launched during PICNIC'08 in Amsterdam.
Since June 2008, in monthly informal meetings, Service Design professionals in the Netherlands exchange knowledge and experiences arising from their work in this emerging field.
Several initiatives to widen this network and mutually promote service design in The Netherlands have already emerged. The network has been officially launched during PICNIC'08 in Amsterdam.
Service Design Workshop
Last friday Service Design Network Netherlands gave a hands-on service design workshop at PICNIC08.
We had a great time working on a real healthcare case-study with real end-users and service providers from the city.
Here are some pictures.
We had a great time working on a real healthcare case-study with real end-users and service providers from the city.
Here are some pictures.
Sunday, September 28, 2008
Service in Action
Service Design Clinic with Eric Kansa [Executive Director, Information & Services Design Clinic, UC Berkeley]
Wednesday, September 24, 2008
Monday, September 15, 2008
Don't miss it! The first international Service Design Conference in Europe
From 24th - 26th November Amsterdam will host the first Europe based, international Service Design Conference.
Now you must now that Amsterdam is our hometown, so we are extra extra happy. It's a great change to meet everyone and create more awareness with clients in the Netherlands.
Besides being extra extra happy DesignThinkers will be hosting an action packed workshop on mobility at the 26th. I hope to see you there!
You can register for the conference....
Now you must now that Amsterdam is our hometown, so we are extra extra happy. It's a great change to meet everyone and create more awareness with clients in the Netherlands.
Besides being extra extra happy DesignThinkers will be hosting an action packed workshop on mobility at the 26th. I hope to see you there!
You can register for the conference....
Sunday, September 7, 2008
DesignThinkers at PICNIC 2008
A hands-on service design lab at the international PICNIC conference in Amsterdam will bring the service design approach to a wider audience in the Netherlands for the first time on 26 September.
The event will be an activity that allows participants to experience the key ideas and processes of service design. Organised by STBY, 31Volts and DesignThinkers.
Want to join us in Amsterdam? Get more information here...
The event will be an activity that allows participants to experience the key ideas and processes of service design. Organised by STBY, 31Volts and DesignThinkers.
Want to join us in Amsterdam? Get more information here...
Tuesday, September 2, 2008
Summer School on Service Design Finland
Last week I gave a lecture in Finland at the Akatemia Kuopio. I had a great time and Satu Miettinen has been a great host.
Besides having lots of fun attending workshops I really enjoyed the discussions I had with Greg Richards and Marc Stickdorn about the difference between experience marketing and service design. "Does service design actually exist? Or is it just another name for something we have been doing for years"... I miss these discussions in the Netherlands. They keep me on my toes.
Greg Richards had a great presentation on creative tourism.
In one of the workshops we visited a spa. Here's Mikko Koivisto from Ego Beta doing some fieldwork.
The spa has a public and healthcare service.
Besides having lots of fun attending workshops I really enjoyed the discussions I had with Greg Richards and Marc Stickdorn about the difference between experience marketing and service design. "Does service design actually exist? Or is it just another name for something we have been doing for years"... I miss these discussions in the Netherlands. They keep me on my toes.
Greg Richards had a great presentation on creative tourism.Satu Miettinen talked about social design.
In one of the workshops we visited a spa. Here's Mikko Koivisto from Ego Beta doing some fieldwork.
The spa has a public and healthcare service.
One of the workshop with students and Katja Sorvali.
The obligatory sticky-notes.
The obligatory (it's a must in Finland) fire.
Friday, August 15, 2008
Lauren Currie at DesignThinkers
Last week Lauren Currie came over from Scotland to work with us on a couple of projects. Just for a few weeks. And although Lauren has only been with DesignThinkers for one week already she has been a great help and inspiration to us.
Read about her ethnographic field work, experiences in Amsterdam and see some great pictures on her weblog.
Read about her ethnographic field work, experiences in Amsterdam and see some great pictures on her weblog.
Wednesday, August 13, 2008
Service Design Conference Amsterdam
The Service Design Network is organising a Service Design Conference in Amsterdam at the 24th-26th of November.
Keep an eye on www.service-design-network.org/conference for more information.
Keep an eye on www.service-design-network.org/conference for more information.
Thursday, August 7, 2008
Monday, August 4, 2008
Summer School on Service Design
August 27-28 the Kuopio Academy in Finland is organising a summer school on 'service design and well-being'.
The academy asked me to come over and speak about service design and some of the projects we do at DesignThinkers. I'm really looking forward to meet all the people from the academy and other service design colleagues in Finland.
Wednesday, July 30, 2008
Good design is good for the UK
The Design Counsel (UK) has published the Good Design Plan. "Design can drive a competitive economy, create a more sustainable society and make our everyday lives better. But only if it’s used well."
Download The Good Design Plan
Via Kate Andrews
Download The Good Design Plan
Via Kate Andrews
Monday, July 14, 2008
Case Study: Improving Patient Care
Recently I participated in a case study held by the Irish Times. This is the case...
And here you can read what Ben Reason (live|work), Keith Finglas (Innovation Delivery Limited) and I had to say about improving patient care. The experts' advise...
And here you can read what Ben Reason (live|work), Keith Finglas (Innovation Delivery Limited) and I had to say about improving patient care. The experts' advise...
Friday, July 11, 2008
Wednesday, July 9, 2008
Thinking like a designer
I just read an interesting article in Harvard Business Review by IDEO’s Tim Brown on Design Thinking.
"I believe that design thinking has much to offer a business world in which most management ideas and best practices are freely available to be copied and exploited. Leaders now look to innovation as a principal source of differentiation and competitive advantage; they would do well to incorporate design thinking into all phases of the process."
Read it here...
Via Buena Vista
"I believe that design thinking has much to offer a business world in which most management ideas and best practices are freely available to be copied and exploited. Leaders now look to innovation as a principal source of differentiation and competitive advantage; they would do well to incorporate design thinking into all phases of the process."
Read it here...
Via Buena Vista
The first sdn Insider
And there it is the first issue of 'sdn Insider'. The newsletter published by the Service Design Network.
Read it here...
Read it here...
Sunday, July 6, 2008
Friday, July 4, 2008
Demos published their new discussion paper Making The Most Of Collaboration: an international survey of co-design, produced in association with PricewaterhouseCoopers’ Public Sector Research Centre.
"In 2006 we published Journey to the Interface - an impassioned advocation of the value of collaborative design principles in public services. In the intervening years, co-design has caught hold as an ideal for transforming services - promising to make them more responsive, fit-for-purpose, and efficient. More broadly, co-design provides an avenue for building social capital, and addressing a disengagement from politics and democracy."
Download...
Via Choosenick
"In 2006 we published Journey to the Interface - an impassioned advocation of the value of collaborative design principles in public services. In the intervening years, co-design has caught hold as an ideal for transforming services - promising to make them more responsive, fit-for-purpose, and efficient. More broadly, co-design provides an avenue for building social capital, and addressing a disengagement from politics and democracy."
Download...
Via Choosenick
Tuesday, July 1, 2008
Innovative Solutions For Street Prostitution
The Köln International School of Design (KISD) and especially professor Birgit Mager was invited by the Design Academy of Eindhoven to analyse the problem of street prostitution by addicted women and to find solutions through the method of ‘service design’. The KISD has positive experience in using this approach for developing services for homeless people in Köln.
Take a look (on the left) at part two of the presentation...
Take a look (on the left) at part two of the presentation...
Tuesday, June 24, 2008
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