Creative Change Is Scary

Creative Change Is Scary

If there’s one thing I have learned as a designer who studies behavior to make informed but creative decisions about future products and services, it’s there’s a disconnect between what people think they believe and what they actually do. This also...
Brandon Schauer at Service Design Drinks

Brandon Schauer at Service Design Drinks

Tonight we kicked off service design drinks 2012 strong with Brandon Schauer doing a repeat performance of his keynote talk from the Service Design Network Conference: The Business Case for (or Against) Service Design (PDF 19.7 MB). His provoking talk identifies a...
Pretend you’re in a focus group.

Pretend you’re in a focus group.

Of all the things I have pretended in my life, and I have pretended a lot, I never once considered pretending that I was in a focus group. Talk about boring! Dear ING, pretend I’m a normal human being and talk to me like one....
This Is Service Design – UX Week 2011

This Is Service Design – UX Week 2011

Jared Cole and I ran a one-day workshop at UX Week 2011 called This Is Service Design. The title borrows from the the title of the book, This Is Service Design Thinking, which I contributed to. The workshop builds off last year’s workshop, From Products to...

San Francisco Service Design Drinks Video

Here’s a video montage of the last SF Service Design Drinks that Chris McCarthy, Director of the Innovation Learning Network and an Innovation Specialist with Kaiser Permanente’s Innovation Consultancy, put together and posted on his blog. SF Service Design:...

Happy 2011!

Two years ago, while at Nokia, I worked on a project called Vision 2010. Although we were looking into a not-too-distant future, it was still the future. And yet today, 2010 is a thing of the past. It’s time to reflect and also look ahead to what this new year...