Themes from Service Design Network Conference New York

Themes from Service Design Network Conference New York

The seventh annual Service Design Network Conference took place in New York on October 2-3, 2015, hosted at Parsons The New School. As a principal of the network, and the head of the SDN event board, I played a role in organizing the conference, moderated the opening...

Sincerely, Chief Operating Officer

I realize companies want to know how they’re doing and want feedback to improve their services. But I’m getting a little tired of the many post-interaction requests for feedback. I’m sure they’d “love” to hear from me. But after I...

Service Design Global Conference 2014 Snapshot

Last month I attended my seventh consecutive Service Design Network conference. This year’s conference was held in Stockholm, Sweden, and hosted more than 600 attendees. At the end of the conference, during the SDN management team’s closing remarks to the...
Figure Drawing – Homework #1

Figure Drawing – Homework #1

This was my first homework assignment for my figure drawing class at the San Francisco Art Institute. 36″ x 24″. Vine charcoal. Two hours. Source: le-voleur-de-beaute: Photo by Vladimir Lestrovoy (via thebesteroticphotos) I did a smaller study with...
US Airways Contact Us Overkill

US Airways Contact Us Overkill

In the context of the service design and service experience work I do, I’ve been much more focused on the way the services I interact with communicate with me. In this case, I wanted to communicate with US Airways and was presented with the following form, which...