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

Archive of October 2008

Apple's ironic ad-based commentary on the fact that investing in ad's is a waste of money compared to UX. Via
October 22nd, 2008 / Trackback

Sparkthing - Public Service Design Blog

I found this rather cryptic public service design and innovation blog today, I think its Sophia Parkers, but there's no name on it... Nonetheless, lots of interesting little nuggets about co-design, public service innovation and some mentions of some parts of some as yet unpublished Engine initiatives... Intriguing. I'm subscribed now anyway, so lets wait and see what else is published.
October 22nd, 2008 / Trackback / Comments

Frameworks are the future of design, by Joe Lamantia
October 22nd, 2008 / Trackback

Unnecessarily bad service design

Patricia Seybold over at Outside Innovation has a long list of easily avoidable, bad, service designs that companies have put together that could be fixed at no cost.

These are absolutely classic service design opportunities, and I've come across many similar challenges in projects I've worked on. In my experience these kinds of things tend to happen because the people designing the service (often system engineers/business analysts with IT backgrounds) have simply had no contact with customers during the design process.

  • Placing a multi-day hold on funds deposited at an ATM machine, forcing customers to come into the branches to make deposits so they can access their money (a common banking practice in several countries).
  • Requiring that a serial number match a service contract number before you'll provide technical support or renew a support contract.
  • Requiring that the customer type in a long license key in order to load the software he has purchased.
  • Limiting the number of times a customer can load a game, music, or other purchased intellectual property on his own machines or systems.
  • Making it difficult for customers to return or exchange goods they have purchased.
  • Making it difficult for customers to redeem coupons or rebates in the hopes that they will neglect to do so.
  • Making it difficult for distribution partners to gain approval for promotional programs and deals before they can quote a price to end-customers.
  • Making it difficult for customers to renew, exchange, and/or co-terminate a support contract that covers a number of products, many of which have been added, moved, or amended since the contract was originated.
  • Making it difficult for customers to change the terms of a loan, mortgage, or other financial agreement when their circumstances have changed.
  • Providing networked products that can't self-register and identify themselves when they connect to a network.
  • Requiring customers who travel to pre-notify their credit card providers and their mobile/wireless providers that they are about to travel in order to ensure that they receive uninterrupted service.
October 19th, 2008 / Trackback / Comments

More Google shared items

I've just added a widget to the site that lets you view my shared items from Google Reader. This is mainly because I'm increasingly reading my subscriptions on my iPhone, and also because Google have made it ludicrously easy to share stuff with their iPhone reader UI. I'm going to start sharing a more stuff through it, but it wil lbe much more informal and won't be as focused on service design (I'll keep that for the main choosenick feed.)

In time, I may move over to using Reader full time, but I still love the super simple Shrook for my desktop reading - But I find the lack of the social features and the annoyance of having to sync my OPML files across platforms really annoying.

P.S - Everything is also re-blogged on my Friendfeed if you're really keen!

P.P.S - I'd love to know what systems you have in place for reading your service design web content (I'm going to do a full post on my news sources soon). I'm working on fixing the comments on this site (I need to re-install my Disqus forum) - the Chyrp comments module was letting through a hideous amount of spam, but in the meantime comments on Friendfeed or just via Twitter very welcome.
October 19th, 2008 / Trackback / Comments

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