Category: Design
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Teaching and Talking Service Design at #Productized16 in Lisbon
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in DesignWhile only in its second year, I was really impressed with the Productized conference in Lisbon. I was there to run a four-hour Service Design Crash Course workshop and give the closing keynote, titled So You Want to be a Service Designer. I have run 14 conferences, so I know what it takes to pull off…
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Themes from Service Design Network Conference New York
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in DesignThe 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 panel, and helped keep everything running smoothly. Each year, new themes,…
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Sincerely, Chief Operating Officer
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in DesignI 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 analyze the content, language, appearance, and context of the message (As a service designer, I’m…
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Service Design Global Conference 2014 Snapshot
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in DesignLast 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 audience, I provided a quick summary of all the points made by the speakers, listed…
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US Airways Contact Us Overkill
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in DesignIn 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 asks for my Dividend Miles number, name (“Must…
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First World Voting Experience
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in DesignI voted in a garage, using a poorly designed ballot, made decisions on issues with implications I couldn’t possibly understand, and left as joyful as one feels after a root canal. We must change this experience.
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Tech Planet Korea
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in DesignOn November 14, I will be speaking at Tech Planet in Seoul, Korea. I love that they translated my both my name and my bio into Korean. The title of my talk is From UX to SX.
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Potential Service Design Talk Titles
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in DesignNext week I’ll be speaking at the Service Design Network conference in Paris. When I first started thinking of what to talk about on the subject of changing culture by design, I came up with the following list of titles. It’s a pretty good list of where my head is at the moment. More Than…
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