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€˜beginning’

    Lately at workĀ we’ve been busy. Three jobs finishing around the same time, development work for projects starting up at the same time. That’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-ha’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 – 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 don’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. It’s a topic I’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 Business’ I’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…

  • Schrƶdinger’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 I’ve struggled to write my all encompassing seminal infodesigngraphatainment post I’ve wanted to write ever since I started this blog Feel like Neo saying ā€œI know kung fuā€ only I’d say ā€œI know quantum physicsā€ (and then I’d quickly qualify before…