service design

Service innovation lost in the wild

I find shopping for shoes notoriously difficult. I only tend to buy them when old pairs are falling apart. I generally prefer something not too flashy, not too high, not too sparkly, and not too expensive. Imelda Marcos I am not.
Walking past a shoe shop in the centre of Melbourne, I saw something sufficiently [...]

customer service, service design

Ezio Manzini on sustainable design, or, dinosaurs had their day, too

Ezio Manzini is a leading Italian thinker in the domain of sustainable design with a focus on social innovation. I won’t bore you with all his credentials (you can read about them in his CV), suffice to say he has been around as a student, lecturer, and professor across the world for a long time!
Ezio [...]

events, service design

Trains, trams and customer experience

Whilst in Japan in January, I used the train services quite a lot. Japan is a very densely populated nation and major cities such as Tokyo, Kyoto and Osaka are particularly crowded. However the country is somewhat legendary for its efficient and effective train services. Trains are a popular, reliable and speedy way of travelling [...]

service design

Joinedupdesignforschools – public sector innovation in the UK

Whilst in London over the holidays, I accidentally (and happily!) ended up at the Sorrell Foundation’s Young Design Centre at Somerset House on the banks of the Thames. A fantastic display is presented in the What’s Next for Schools? exhibition, a product of the joinedupdesignforschools program.

events, service design

The right direction for good service

This Christmas I’ve decided to leave the warm temperatures in Melbourne and spend the holidays in sub-zero Europe (it almost sounds a bit crazy, really). Those of you who have ever done the Kangaroo Route will know it’s a long trip! Approximately 24 hours in the air with a brief stopover, and you’ve just about [...]

customer service, service design