Category: Service design

My thoughts on service design, the design of some services, and the service and experience economies,

21st century compliance

I went to a conference and a few days later my friend Michelle came up with “Twitter compliant” as a way of rating presentations. Today I walked around the beautiful new Maxxi museum of Modern Art and Architecture in Rome (another Zaha Hadid project) and…

Unsustainable touchpoints

There’s clearly something wrong with the delivery of a service if it makes me think “oh what a waste”. This reflects poorly on the company, it’s brand and it’s supposed values, especially when I’m already aware I’m being unsistainable by using the service. 1st example:…

One line service design

Got tagged by Marc of 31volts so here goes. This is how I would characterise service design: Getting a meal at MacDonald’s, getting a weekly vegetable delivery from Abel and Cole, ordering chinese takeout, going on your weekly supermarket run, getting your lunch from the…

People-less services

Let’s start with an anecdote: I spent Friday on the go on a mad one-day trip to Amsterdam and then Eindhoven and back to London. Not as mad as you’d think, it was a totally self-indulgent decision I took at the last minute and ended…

Defining service design

I recently had the pleasure of meeting some of the great people behind a book on services in the tourism industry. Andres explained to me that they had written this book in Estonia (only has been translated to Finnish so far) and was working on…

Luxury and service design

I’ve had the privilege to have experienced a rather luxurious service recently and it got me thinking about the way we design services for the elite vs the general public. Can one inspire the other? What are the differences and what’s the thinking behind it?…

Missed service opportunities

I just finished working with Dave on a proposal for the second edition of the Muji award, and being designers of course, we waited till the last minute to submit our proposal. In this particular case, Dave is in Boston, I’m in London and the…