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



Archive of April 2009



Social Research Update: A library of excellent social science research methods and recommendations

The Social Research Update is a goldmine of concise, informative papers outlining practical tips and further reading across a wide range of social science research methods. Edited by Professor Nigel Gilbert, it has over 50 papers at present, with new material added each quarter.

Almost all the methods are useful for service design researchers and designers alike, and they're quick to read and digest. Perfect. Examples include:


Go and check it out, I'm sure you'll find something of use to your service design practice.
April 28th, 2009 / Trackback / Comments


Design Thinking on Radio 4

"Designers are getting tired of being pigeon-holed into the role of making products look better and work better. Peter Day argues that it is high time that designers are given a far larger role in all sorts of organisations. He hears from some influential people who are convinced that something called Design Thinking can help companies cope with a wide variety of great big business uncertainties, not just the shape of the box they come in."
Link to audio on iPlayer/Radio 4 (UK Only?) Via Alex
April 23rd, 2009 / Trackback / Comments


More design for behaviour change - this time from Robin Fabricant at Frog. Some background to the slides can be found here.
April 20th, 2009 / Trackback

An unstructured bunch of links to service design connected stuff I thought was interesting from last week

Oliver posted from his new Twitter account to an article by Mike Wittgenstein on the connection between profitability and experience quality. IDEO launched a partnership with Forum for the Future - a public service innovation offer called I-Team. Check out the video they made. Diego has been thinking about design thinking principles - the best one is here. Jeff picked them up and has put some quick links to the principles here

Thinkpublic posted a long case study of their work on Experience Based Design with the NHS Institute of Improvement and Innovation. Sam Ladner got angry about the lack of critical reflection around 'design thinking' approaches to management. (He should try thinking about the implications of design thinking in public service!! Where's the politics people! Where's the point of view!!)

Lauren pointed to a great website called 'Systems Thinking Review' that looks at using a systems thinking (a bit like design thinking) approach to public service reform. Continuing the 'design for intent' or 'design for behaviour change' thread of Dan Lockton's work, Jeremey Faludi of Core 77 has written a review of B.J Fogg's Persuasive Technology book.

NESTA has identified a Rumsfeldian Innovation Matrix. Awesome. The Wall Street Journal carried a nice piece on how to make the most of customer complaints. The NY Times reviewed Topshop's opening in New York. Some pretty awesome little service design ideas scattered throughout:

Finally, Matthew points us to some research that proves that people who are networked and connected are more 'prosocial':"Like a lot of social research these findings confirm common sense while also having important implications. It is no surprise that people who feel they have support in their lives are most inclined to want to give back to society. But the research provides new research and a robust explanation at a number of levels (including game theory) for why supportive networks provide the context in which altruism makes sense."
April 19th, 2009 / Trackback / Comments


Jen Bove and Ben Fullerton presentation on service design. Via Openp2pdesign
April 17th, 2009 / Trackback


Peer Insight Service Innovation Methods (and Jobs)

Peer Insight have refreshed their website again, and included these ten 'methods' they use in their projects:

  • Reframe. See what’s already there, but hiding.
  • Employ clear methodology with the fewest tools. Take the shortest path to success.
  • Take a people-driven perspective. Begin with the customer.
  • Step out of the conference room, into the field. Life rarely resembles PowerPoint.
  • Don’t separate stories from data. They need each other!
  • Co-create everything. From many voices, great harmony emerges.
  • Be visual. A picture is worth 1,000 words.
  • Generate (and test) many options. The road to success is paved with rapid prototypes.
  • Let others validate. Objectivity is a firm and generous teacher.
  • Move quickly. Speed eliminates waste and energizes teams

Their website has lots of links to their writing and ideas, and, if you live in the US, they're hiring! Senior Director of Consulting and Innovation Program Leader.
April 16th, 2009 / Trackback / Comments

picture-3duk.png "This study replicates US-based research by Hartman and Lindgren on the extent to which consumers differentiate between products and services. In addition, Hartman and Lindgren investigated the importance of four characteristics of services to consumers; intangibility, inseparability, heterogeneity and perishability... Our results challenge those of Hartman and Lindgren and our findings support the continued use of intangibility, inseparability, heterogeneity and perishability as frameworks for the study of services buyer behaviour and for the development of services marketing strategies." Link to pdf
April 16th, 2009 / Trackback / Comments

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