New Book on Interaction Design - Interview with Shelly Evenson on Service Design 
Sunday, May 28, 2006, 07:00 PM - Mobile, Business Innovation, Channel Management, Customer Experience, Service Design, Cross Channel Marketing, Retail Experience, Technology
Dan Saffer's new book; 'Designing for Interaction'; looks really interesting with a good line up of contributions from many people who's views I respect in the area of Interaction Design: Brenda Laurel, Adam Greenfield, Marc Rettig, Hugh Dubberly, and more.

I like what Shelly Evenson has to say about Service Design, link here to see the breif interview.

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Nike+iPOD - a product or a service system, or both? 
Friday, May 26, 2006, 05:13 PM - Mobile, Mobile Banking, Business Innovation, Customer Experience, Cross Channel Marketing, Technology,


The Nike+iPOD strategic alliance got me thinking about the boundaries of brand extendibility, and a survey that Cheskin did last year on the extendibility of global brands and categories. see: Cheskin Brand Extendibility Survey (pg 17 for the category info) It just happens that athletic and consumer electronic categories extend quite well.

We've seen plenty of examples of strategic alliances with varying degrees of success, see: Trend Watching, Branded Brands for many examples. What I found interesting about Nike+Apple is the production of a new product-service (an extension of an existing function- shoe, music) utilising the best of their core competencies. All in a category that neither brands would extend to as successfully on their own. In Nike's case I loosely perceive their competency as something like 'sports fitness' and in the iPOD case 'portable technology', and they've created a 'sports technology appliance' (a sports bio sensor and monitor) that competes in a market where there is many specialised developers of such products. There is real value in the way that the Nike+iPOD has extended use of existing products (shoe, ipod) that have other useful functions beyond just this application. They've also defined their individual brand competencies well within the alliance to retain brand authenticity and integrity.

Where I got to and what I really like about this outcome is the design of a new 'product-service-system' or service function, that has been enabled through an alliance of technology, know-how and brand positioning. I don't know how the Nike+iPOD compares to other products of this type but I really like this platform thinking and it would be great to see more alliances that create useful multifunctional services, rather than product-centric, single function innovations. This sort of thinking could have great benefits for the planet and with the right business models they'll make money, so double good! And as a brand extension it has avoided complexity around the offering and in doing so has avoided brand confusion.
Nike+
Apple iPOD

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Service Design Podcast from Northumbria  
Tuesday, May 23, 2006, 06:51 PM - Mobile, Mobile Banking, Business Innovation, Channel Management, Customer Experience, Service Design, , , Cross Channel Marketing, Retail Experience, ,
ISDN International Service Design Northmbria hosted a colloquium in March on issues around designing services, and I've finally had a chance to listen to the Podcasts. The speaker line-up included Tim Brown from IDEO, Andrea Cooper from the Design Council UK, Chris Downs from Live/Work, Steven Kyffen from Philips, and Oliver King from Engine Group. Design.

I've listed some of the really interesting Podcast sessions below, they are worth listening too. Tim Brown spoke of methodologies for approaching design, including services, and some interesting points on story telling and communicating the stories. Chris Downs spoke of the huge potential and value that can be derived from service design and service systems. Andrea Cooper picked up on some of these points also - we can take a more holistic approach to deliver to peoples needs and desires. More products is often not the answer - and the real value is often 'experienced'; though the service component i.e IPOD the customer adding favourite music. Steve Kyffen raised some good points about the complexity of designing services. They are time based and evolve well beyond the point of sale, and experienced differently every time. It requires new business models and with that new design and marketing mindsets.

You can can download ISDN Podcasts here

Service Innovation through Design Thinking from Tim Brown, CEO of IDEO

Signposts for the Next Decade from Dr. Andrea Cooper, Head of Design Knowledge, Design Council

Pioneering Service Design from Chris Downs, Partner, Live/Work

Objects of Service - From Subjects to Objects and Back Again from Prof. Steven Kyffin, Global Head of Design Research, Philips Design

Better Services, Happier Customers, Oliver King Engine Group.

and much more...


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Ambient Technology, a shift from information worlds to experience worlds 
Thursday, May 11, 2006, 06:31 PM - Business Innovation, Customer Experience, Design - (UX), Cross Channel Marketing, Retail Experience, Technology, Consumer Insights



A lot of consumer experiences are mediated through ambient technologies. This article (link below) from UIGarden.net covers some interesting information on the development processes required for the shift from information worlds to experience worlds.
link to article

This raises some interesting questions about the importance of the psychology of space when information technology is involved. Design approaches to need to consider the activities of the space, and create clear context for the use of the space inorder to create a complete user experience. see earlier weblog on ideo.

see the IDEO article.
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Giant Touch Screen at Chicago Airport adds a new dimension to traveler's experience 
Thursday, May 4, 2006, 06:07 PM - Business Innovation, Channel Management, Service Design, Design - (UX), , Smart Space, , Cross Channel Marketing, Retail Experience, Technology, Consumer Insights



Dwell time, or experience information on the run. Giant digital touchscreen technolgy taking off at Chicago's O'Hare Airport. Revolutionary for out-of-home advertising and also for inter-office collaboration.

For more info - link here, to Accenture media release

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Experience Design - here is an interesting process diagram 
Wednesday, May 3, 2006, 06:04 PM - Business Innovation, , , Cross Channel Marketing, Retail Experience, Technology,


Check out this Experience Design process approach produced by David Armano. Link here
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IDEOs Smart Space group - effective processes for creating tangible consumer experiences 
Sunday, April 23, 2006, 05:56 PM - Mobile, Mobile Banking, Business Innovation, Design - (UX), Cross Channel Marketing,
link to PDF of NY Times article

The New York Times Sunday Business reports on IDEO's approach to spacial and enviromental design and the 'Smart Space' group. They take on projects ranging from hotels, office space to redevelopment of urban space and take an innovative approach.

They start with a 'deep dive'; a process involving Smart Space designers, anthroplogists and researchers to build understanding of what users really think and what really underlies their motivations and actions.

They design for activity as much as for space. This is the really valuable angle that IDEO are bringing. There processes are drawing out insights to create informed strategy and concepts that can be prototyped and tested. They can then take the most appropriate design direction for the projects and work with architects and designers to get it implemented.

It's a good process and current reports indicate the results speak for themselves - see the article.

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