Jamin Hegeman

Tag: Service Design

  • Service Design Network Conference 2009

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    Two weeks ago, I was on the island of Madeira, Portugal, for the second annual Service Design Network conference. Like last year, I was part of the planning board. My main role was to review content submissions and help put together the conference program. I also served as a judge for the service design competition…

  • Process not a differentiator?

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    Last week I had a chat with Jeff Howard, during which I described the presentations at the Service Design Network conference in November. My observation from the conference is that service designers seem to know what service design looks like. The process shown during the presentations looked very similar. This prompted Jeff to suggest that…

  • Service Design: What’s Next?

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    For the past three years, I have attended a conference on service design. In 2006, during the first ever conference on service design, everyone felt excited to come together as a community and begin talking about this new design practice. Last year, we pushed a bit at the borders of service design (Many Eyes as…

  • Participating in the Service Design Conference in Amsterdam

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    I’m really excited to be participating in the inaugural Service Design Network conference in Amsterdam November 24–26, which I have also been helping to organize (thanks to my involvement with the Emergence conference). I am moderating a panel of Scandinavians on the 25th and then facilitating a workshop on service design for mobile services on…

  • Bringing Emotion into the Design Process

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    I’d like to continue a comment about bringing emotion into the design process because I think it deserves its own post. Kip said: Design has some valuable roots in its ties with emotion, but in many ways we’ve lost touch. Can we bring a sophisticated discussion of “emotion” back on the table and include it…

  • UPMC Neurosurgery Clinic

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    For this service design project, our team worked with the University of Pittsburgh Medical Center (UPMC) Center for Quality Improvement and Innovation to identify design opportunities for Dr. Amin Kassam’s Neurosurgery Clinic. Due to being able to perform a rare brain surgery by going through the patient’s nose rather than cutting open the skull, Dr.…

  • Wall Street: Hurdle for Service/Experience

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    This morning I read a NY Times article called “Put Buyers First? What a Concept” about an experience the writer had with Amazon.com days before Christmas. The PlayStation 3 he bought for his son had not arrived, so he looked up the tracking details only to find it had been delivered and signed for by…

  • Designed to Never End

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    Adam Greenfield seemed really excited about Matt Webb’s year-end wrap-up, so I checked it out. It’s a bit of an abstract ramble of ideas, which didn’t excite me as much. But one idea sparked a thought: “In order to keep going, the path of a user through a website must be designed to never end.…

  • What is the experience?

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    Designers often argue about whether we’re designing an experience or designing for an experience, and ponder the more philosophical aspects of having an experience. Is an experience something designers shape? Is it something participants make? Arguably, every experience is unique. But if this is true, what do we mean when we talk about the experience?…