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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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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Making Meaning: how successful businesses deliver meaningful customer experiences 
Thursday, May 11, 2006, 06:36 PM - Mobile, Mobile Banking, Business Innovation, Customer Experience, Brands, Retail Experience,
An interesting series of Podcasts from Lunar Design. Icon-o-Cast explores and demystifies the world of design.

The latest on 'MAKING MEANING'; is worth checking out.

In a market economy characterized by commoditized products and global competition, how do companies gain deep and lasting loyalty from their customers? The key, argues author Steve Diller, is in providing meaningful customer experiences.

In this episode of Icon-o-Cast, Lunar's John Edson talks with Steve, a partner at Cheskin Research and co-author of Making Meaning: How Successful Businesses Deliver Meaningful Customer Experiences.

Listen -
Subscribe -

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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 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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Bringing 'visual' clarity to complex ideas 
Wednesday, April 12, 2006, 05:29 PM - Retail Experience, Technology, Consumer Insights

If you are ever needing inspiration for how to communicate your complex information networks or just have an appreciation for good visualisation methods, check out the Visual Complexity site. Click on the images for some project background. Cool content.
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