Get big, go deep – or go home

I’ve had an interesting run over the past few weeks. I’ve been spending more time out of the studio doing strategy stuff. Which means I’ve had the chance to speak to a whole range of people in and around service design. What I’ve picked up is a consensus that service design is reaching a tipping … Continue reading Get big, go deep – or go home

Embedding service design in a big organisation

The shift to embedded service design. In the recent Restarting Britain report that I helped put together, we discussed different ways that organisations could bring service design to bear. I’ve experience working in or with almost all of the models presented. But for me the embedded one is the most interesting as it’s where I believe … Continue reading Embedding service design in a big organisation

European House of Design Management

I attended a one day workshop to expplore what a Design Management toolkit might look like and how it might help public sector orgs in Europe. It was organised by the DBA in partnership with Danish Designers, on behalf of the EU. Thought I’d capture my thoughts. The exercise felt a bit constrained by the … Continue reading European House of Design Management

America and Britain

Why is it that in America, where service expectations run so high and where people complain in an instant over bad service, they have no real service design industry to speak of? Whilst in the UK, where people will traditionally suffer in silence before complaining, we have a burgeoning little service design sector? Hypothesis 1: … Continue reading America and Britain

Why do some sectors give better customer experience than others?

I was reading Forresters 2008 Customer Experience Indicator the other day (I know, I’m well behind on my reading – its a challenge for us all apparently) and what I saw made me think. What is it about retailers and hotels that give them such high rankings? I’m guessing it’s their constant daily contact with … Continue reading Why do some sectors give better customer experience than others?