Choosenick. Notes and observations on service design, as well as other interesting things/thinking. By Nick Marsh.

Archive of September 2007

Design and Business

Jess McMullin of nForm has some interesting things to say about design and business (and the business of design). I like his Design Maturity Model - although it looks awful (oh the irony).

However, more interesting are his thoughts on facilitation and co-design as a route to developing business strategies. I’m of course inclined to agree, and support, such an approach because its what we do everyday, but I can’t help thinking that ‘that vision thing’ is real design led way to get stuff done… Nonetheless, long and interesting ppt below, with some great catchy alliterated slogans to boot! 


September 29th, 2007 / Trackback / Comments

13564509_500.jpg Google maps snap - the amazing glass lid on the British Museum reading room courtyard in London.
September 29th, 2007 / Trackback / Comments

Innovation journalism seeks to combine economic, technological, and political journalism, and to represent innovation as the foundation for economic success.
— Innovation Journalism - Via: Tekes
September 28th, 2007 / Trackback / Comments

13436141_500.jpg I’ve just noticed that Adaptive Path have changed their offering to designing “products and services that deliver great experiences that improve people’s lives. ” - although they’ve forgotten to change the tag in the header, which still  just says ‘product experiences.’
September 28th, 2007 / Trackback / Comments

Designing Connected Services: Paper

Pdf on designing mobile services, via

“Companies increasingly have to deliver holistic customer experiences where the brand is core and products and services are merely a part of an entire network of rapidly changing customer touch points and devices. 

Successful experience design is defined by context-rich and holistic research and design methods, starting already in the very early phases of the development process. An essential driver within this holistic approach is a good understanding of the overall context of use.

Customer experiences are determined by interactions with the whole brand, not just with a particular product or service. A company can differentiate itself at every point at which it comes in contact with its customers.”

September 28th, 2007 / Trackback / Comments

Core77 and its surprising number of service design links


‘Industrial Design Supersite’ Core77 seems to have more and more articles on service design and the innovation industry… Here’s some of the best, culled from a quick search:

New one: Innovating Belgiums postal service through design

Old one: While you were out: changes in the global design industry

Challenging one: Is design political?

Drum banging one: Experience is the product

Probably the best one: Riding the flux…

Where will it end… perhaps they should just get it over with and drop the industrial bit? In the meantime, I’m enjoying it, so keep up the good work guys!

September 27th, 2007 / Trackback / Comments

Useful tips for design facilitation on Alistapart

“A successful work session starts with planning, and planning starts with clear goals and desired outcomes.”

Sarah Nelson then goes on to describe lots of useful tips on managing groups, managing idea generation and so forth. Simple, yet effective tips for all service designers!

A List Apart: Articles: Get Out from Behind the Curtain

September 27th, 2007 / Trackback / Comments

The flipside to the service bonanza

The amazing Tim Hunkin says: “There are now far fewer apprenticeships than university places. Mass employment now comes from the service industries – catering and call centres, not from manual work. I find it easy to get help with computer problems, but really hard to find skilled people to help me make things.”
Tim’s site is lovely by the way, I found it through Alex’s blog
The quote is from an article on Tim’s site called technology is what makes us human
September 27th, 2007 / Trackback / Comments

'Designing' friendship services

Interesting post from Nicholas Carr, linking to another article, on the ‘bureaucratization of friendship’ as practiced by social networking sites:

“The hypertext link called “friendship” on social networking sites is very different: public, fluid, and promiscuous, yet oddly bureaucratized. Friendship on these sites focuses a great deal on collecting, managing, and ranking the people you know … The structure of social networking sites also encourages the bureaucratization of friendship. Each site has its own terminology, but among the words that users employ most often is “managing. [A Pew survey] found that “teens say social networking sites help them manage their friendships.” There is something Orwellian about the management-speak on social networking sites: “Change My Top Friends,” “View All of My Friends” and, for those times when our inner Stalins sense the need for a virtual purge, “Edit Friends.” With a few mouse clicks one can elevate or downgrade (or entirely eliminate) a relationship.”

Nicholas Carr is at: Rough Type

September 26th, 2007 / Trackback / Comments
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