Jamin Hegeman

Tag: Service Design

  • US Airways Contact Us Overkill

    US Airways Contact Us Overkill

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    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 asks for my Dividend Miles number, name (“Must…

  • First World Voting Experience

    First World Voting Experience

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    I 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.

  • Potential Service Design Talk Titles

    Potential Service Design Talk Titles

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    Next 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…

  • Service Storming and Dragon Lines

    Service Storming and Dragon Lines

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    During UX Week, Jared Cole and I ran a half-day workshop called Service Storming and Dragon Lines.

  • My Conversation with Sarah – Paypal’s Virtual Agent

    My Conversation with Sarah – Paypal’s Virtual Agent

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    Has a virtual agent been helpful for anyone, ever?

  • Why make me work?

    Why make me work?

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    I like deals just as much as everyone else. And I’m sure someone within my credit card company thinks they’re offering something good for their customers while also promoting some business initiative. But why make me work? Why do I have to enroll to receive extra points for a limited time? Too many businesses ask too…

  • Brandon Schauer at Service Design Drinks

    Brandon Schauer at Service Design Drinks

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    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 huge imbalance of spending, where many more billions go to advertising (telling people how great…

  • Pretend you’re in a focus group.

    Pretend you’re in a focus group.

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    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. Thanks.

  • This Is Service Design – UX Week 2011

    This Is Service Design – UX Week 2011

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    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 Services, but with a couple changes. We dropped sketch…