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



More design for behaviour change - this time from Robin Fabricant at... »« Jen Bove and Ben Fullerton presentation on service design. Via...

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