My Conversation with Sarah – Paypal’s Virtual Agent

My Conversation with Sarah – Paypal’s Virtual Agent

Has a virtual agent been helpful for anyone, ever? Sarah Hello, Jamin. I’m Sarah and I’m here to answer your questions about PayPal. Even though I’d like to be a real person, I’m not. I’m programmed to answer your questions. How can I...
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....