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

Archive of January 2008

Heavyweights weigh in on The Future

Various significant heavyweights debate the future of design. I particularly like Hillary Cottam’s assertaion that “every parliament should include at least one designer.”

I’m guessing she means Art School graduate right? All parliaments have, after all, been designed.

January 29th, 2008 / Trackback / Comments

According to one IBM report, today more than 70 percent of the U.S. labor force is engaged in service delivery. New technology has enabled internationally tradable services. We are at a tipping point. A huge portion of the economy is now focused on knowledge-based information services. I believe that as we shift to this service-centered society, it won’t be good enough to view services from a purely management or operations-based perspective. Companies will need to turn to service design and innovation to differentiate themselves in increasingly competitive markets and to create opportunities that address new challenges in the service sector.
January 29th, 2008 / Trackback / Comments

Service design in pictures

Several posts on service design with some great pictures - Covers the Emergence conference quite thoroughly… IN particular, Mark Jones of IDEOs talk on redesigning a call centre:

“The methods they used to help their client involved doing observations, domain study, working with stakeholders, experience maps (”the health journey”), workshops on finding a focus (”be clear about your role: guide? teacher? coach? expert? financial advisor etc…”), scenarios, personas. They did experience prototypes and acted out scenarios in workshops with the client. They also delivered a set of service design principles for their client as a deliverable and a prototype (fictional call to show how a the specialist can seize key moments with the customer.”

Which sounds quite similar to a project that we did with Sky. We really need to get out to some more conferences and start talking about our work more!

January 29th, 2008 / Trackback / Comments


Buy and sell any service! Interesting service design idea, lets see if it works…

January 25th, 2008 / Trackback / Comments


The role of design in the development of technology based services. (pdf download)

“The application of design in the case firms was found to be motivated in part by the desire to either counteract or exploit one or more of the distinguishing characteristics of services, which are intangibility, inseparability, heterogeneity and perishability.”

January 23rd, 2008 / Trackback / Comments

More evidence that the marketeers are coming!

From an NYT article called The New Advertising Outlet: Your Life Stefan Olander gloabl director for brand connections at Nike says:

“We want to find a way to enhance the experience and services, rather than looking for a way to interrupt people from getting to where they want to go. How can we provide a service that the consumer goes, ‘Wow, you really made this easier for me’?”

Nike, of course are long past being a manufacturing company, and are seen largely as a marketing organisation. However it’s interesting to see a senior executive use the s-word. Now if only they could stop couching everything in the language of mar-comms agencies, and start talking a little more service design…

January 23rd, 2008 / Trackback / Comments

A human being should be able to change a diaper, plan an invasion, butcher a hog, conn a ship, design a building, write a sonnet, balance accounts, build a wall, set a bone, comfort the dying, take orders, give orders, cooperate, act alone, solve equations, analyze a new problem, pitch manure, program a computer, cook a tasty meal, fight efficiently and die gallantly. Specialization is for insects.

Robert A. Heinlein

Could be the Service Designers Manifesto! 


January 22nd, 2008 / Trackback / Comments

This really demonstrates the power of film, something we’re really getting into at the moment, and the (relative) ease with which smart people can put together big ideas using off the shelf kit. Hats off to them.


January 22nd, 2008 / Trackback

Next »