Category: design process

  • Principals talking about Service Design Practice and Research

    Here are the co-author Principal Wendy Cave, Dep-Principal Sophie Bissell, and me, talking with South Aussie Principal, Adam Wilson about the Research. It’s a snappy summary and Adam has been an enthusiastic and discerning peer throughout the research. Love his work šŸ˜‰ “Check out this episode where Mel Edwards, Wendy Cave and Sophie Bissell speak…

  • To finish, you must start* NB: This is unlikely to be at a ā€˜beginningā€™

    Lately at workĀ weā€™ve been busy. Three jobs finishing around the same time, development work for projects starting up at the same time. Thatā€™s meant two things: I love designing, but you gotta capture the design in a concrete way which means a lotta synthsising of key elements, features, contextual linkages, pattern ah-haā€™s which all needs…

  • A True Story of Design Collaboration (in 16 sentences)

    I present to you the regular verbal punctuation of a typical design conversation ā€“ after each passage analysis, synthesis, tension, delight, creativity, and often, solutions ensue. Please, to enjoy: It begins Occasionally Last afternoon, before self-imposed deadline Finally, next day, when it’s committed to paper *Based on a true events in the DMA office.

  • Protos Typos: When first impressions donā€™t need to last

    NB: A version of this post, written with Justin Barrie, is also published at DMA/We Think Recently at work we did some service prototyping with a public sector client. We wrote about it on our blog. Itā€™s a topic Iā€™ve often wanted to capture here because, in my experience, prototyping and service prototyping in particular…

  • Customer Experience Map – Redux

    At last I have updated the high-res version of my take on a customer experience map. Prompted by a request for a high-res copy (a proper high-res, mind) I decided to review and update the original customer experience map I posted in June 2010, based on my original how-to customer experience map. Much time and…

  • Businessifying Design (Whating the what?)

    NB: A version of this post, written with Justin Barrie, is also published at DMA/We Think I recently saw ā€˜Design the New Businessā€™ Iā€™d heard about the movie for many months and finally had the opportunity thanks to Damien Kernahan from Proto Partners and the Canberra Service Design Drinks to see it.   A quick…

  • My Top Aspirational Design Companies

    Emma Jefferies is an “an award winning researcher, designer, educator, writer and more recently filmmaker” according to her blog. She is also a very active and inspiring twitterer – which is how I ‘know’ her (or of her in the tweequaintance-sense). Her site is a great resource and repository of curated design and research sources.…

  • Promised an experience; given a map: Filing a Tax Return Experience Map (Part B)

    In my last post: Promised the world; given an atlas: A personal service experience (Part A) I shared my service experience as I attempted to file a tax return online in a new country. In this post I share how I captured that research as a Customer Experience Map. Interestingly as I worked on the…

  • Schrƶdingerā€™s cat or: how observation causing nature to collapse is good information design

    [youtube=http://www.youtube.com/watch?v=IOYyCHGWJq4] I just watched this video by Henry Reich from MinutePhysics* and: Discovered why Iā€™ve struggled to write my all encompassing seminal infodesigngraphatainment post Iā€™ve wanted to write ever since I started this blog Feel like Neo saying ā€œI know kung fuā€ only Iā€™d say ā€œI know quantum physicsā€ (and then Iā€™d quickly qualify before…