You’re sitting on top of a tall pole. In your hands is a thread that stretches to someone also sitting on a tall pole across from you. Dangling from this thread is a simple tennis ball. And lounging dangerously close to the system that you’re keeping in a delicate balance is a curious, simple cat that may be signing up for more than it bargained for. This is systems thinking, and it’s meow-verlous.
“What if I only have one touchpoint?” This question was asked to me in a casual conference conversation, so I wanted to do a short video explaining how I don’t think anything is just one touchpoint.
I’m offering on-demand UX resume and phone coaching for designers who need a tune-up, or for anyone looking to get into design and don’t know where to start.
Megan and I recently published an article in the Service Design Network’s “Touchpoint Magazine”, and it is now publicly available to read on their website.
Service blueprints have evolved over the last 20 years. The Practical Service Blueprint is a new format that addresses a type of experience design problem that hadn’t existed before. This is the definitive guide to using the Practical Service Blueprint method, and how you construct it digitally in Omnigraffle.
I’ve got 6 big predictions for service design in 2016. Some big, some small, and some a little provocative. Come see what I think is in store for the coming year and how service design is poised to take some big leaps forward.
Bootstrap 4 is coming soon. Over the last few years, I have written 3 articles that have received almost a million views and seem to be the go-to resources for Bootstrap grid questions off of Stack Exchange, as well as Google searches. I plan on maintaining my commitment to these topics for Bootstrap 4. I will either be updating these articles to include both (since i don’t want to break SEO), or including prominent links to new articles that are essential updated copies for version 4. The existing articles will not go away. I am very excited for Bootstrap 4, […]
Service design is, by all accounts, something new to the digital world. Great services have always existed, so why does this phrase keep coming up as a innovative new approach to how we do business, and how we serve our customers. There’s a transformation happening between what was old to what is new, and having a huge impact on not just designing for experiences, but for designing for service as well.
I recently received my pre-order copy of the new service design book “Service Design for Business” and this is my in-depth review! Find out of it’s a buy, or a bust.
I’m demystifying service design at this year’s O’Reilly Design Conference. Come hear the story about why, and how, we’ve been successful make a service design beachhead at Intuit, and be inspired around how you can do the same!
3 years ago, I wrote an article about UX and UI on a whim. It turned into something I never would have expected. Here’s a look back at the last 3 years.
Bringing service design to an organization is just as much about how you act as a change agent as it is the methods you bring. If service design is a new way of thinking, you will be in for a rough ride. There’s no shortcuts or easy way to put it; if you want to bring service design capacity to your organization, pull up a log, have a seat, and let me tell you a tale of my time on the working ranch.
Products and services, the two words that everyone thinks they have a definition of, and it’s never quite the same as someone else’s. I’m no different, so here is my attempt at illustrating, literally, how I see a produce and service, and where service design fits into it all. With hammers.
One year ago we started this journey to practical service design. At the time, we were yearning for community, for a more practical methodology for applying service design to the context of our jobs. We started out at the beginning like many of you, not knowing a damn thing about how to actually do service design, and through collaboration and partnership we’ve figured some things out along the way.
I’ve made 2 commitments to myself about how I behave in conversation. I saw things modeled to me that felt crazy, and I decided it was time to get off that train.
The Adaptive Path Service Experience Conference 2015 is here, and I am co-hosting a innovative and inspiring workshop on Practical Service Blueprinting you won’t want to miss. This is a training workshop, you’ll leave armed with a whole new method and mindset to bring service design and service blueprinting to your organizations right away.
Disclosure: I was given a Fluidstance Balance Board by the Fluidstance company and asked to do a review. This is my objective review. I love ergonomics. I have a lot of reasons to need it as a computer person, and I’ve got all the fixins. Also, I have pathologically flat feet. I don’t have an arch at all, in fact I have the opposite. The weight of my body basically rests where the arch should be, causes me constant pain in my feet and ankles, and has been a lifelong bane of my existence. I can only walk around a […]
Service Experience Chicago had it’s 2nd year this August, and I was there to be a part of it. What a fantastic conference and gathering of like minded people!
Come learn practical service blueprinting in my workshop at the Adaptive Path Service Experience Conference 2015!
Campfires.io wanted to know what I thought about design, becoming a new designer, and how I got started. I was happy to oblige.
It’s been 18 months of building service design capability at Intuit, and it’s time for a little update. Come hear a short tale of what I’ve seen so far.
A quick day in the life of me, a single point of view, at Intuit.
I think most people start off with some sort of dream in life as a child. Eventually, as we get older, the dreams we had become something that more resemble the memory of a dream we used to have. I’ve had one thing I want to do in life for as long as I can remember, and I think it’s time to commit to it. Otherwise, there will never be a second chance.
Working in large, complex organizations, you’re bound to have teams working across the same customer experience, but have no real synchronization or communication between them. What is the role service design plays in trying to like everyone up and work to create a more seamless, end to end experience for our customers? We might all be stuck in cylindrical work containers.
Focusing on product experience is old history. Our customers don’t receive a product, they give us the chance to provide them an ecosystem to traverse. Product design is table stakes, what matters now is the entire offering, a holistic ecosystem that must be crafted and designed. There’s a problem – who are the ecosystem designers, and what role does service design play in this scheme?
Apple’s ecosystem is hands down the most complete, end-to-end and surface-to-core consumer experience. Some like it, some don’t, but there’s no denying that it’s the pinnacle of what a service designer would seek to be a part of when it comes to designing for experiences that are boundaryless and move seamlessly across space and time.
You have their interest in service design. Now, seal the deal by illustrating why it is a good use of time… and one of the best investments one can make. So what do you actually DO once you’re onboard with the idea?
Service design is another ambiguous term that is thrown into the confusing mix with customer experience, user experience, UX, CX, SXD, SX, end to end, customer journeys… how the hell do you give someone a primer succinctly without making things even worse? Here’s just such an attempt.
I wrote an email describing what my job is today. It sounded so good, I edited it down and decided to post it here. Have a glimpse into some inner workings, and the way of the future.
Service design is a new force inside of organizations that want to start truly building and offering complete customer experiences, not just products. But overcoming the inertia that exists isn’t easy. It’s going to take a lot to get things moving in the right direction. What happens when an unstoppable force meets an immovable object?
One bad touchpoint can ruin an entire experience journey. Sometimes we can forget this, or not take it as seriously as we should. A good metaphor can help us remember, especially if it’s a little gross. Don’t be the poop in the ice cream.
I’m not spending 20 minutes writing 20 different excerpts for this post. It’s about writer’s block, doubt, and excuses.
My presentation from the Adaptive Path Service Design Conference 2014 is here and available for viewing!
The 2014 Adaptive Path Service Design Conference is wrapped up and marked a big turning point for service design at large. I was there, and so were a bunch of my small, alien friends.
One of the most influential and pioneering experience design agents is acquired, name and all, by Capital One, a bank. This is just my personal take on the matter.
User centered design is supposed to be all about the user. But it doesn’t always mean that it’s for the user’s best interest; sometimes it means that you’re using the principle to serve the business goals, not theirs. It’s an interesting conundrum.
I love what Bootstrap brings the design and development community, so I decided to do my part and help others learn and create with it in a way that is easy, visual, and laser focused.
Service design is focused on a holistic view of a scenario. But what does that mean? If you’re looking holistically, you need to look at what you have, and what you intend to design to allow something to happen. It’s not based in the experience of individuals, but instead a big collection of individuals that form a aggregate experience.
Want a job in UX? There’s no silver bullet. A lot of people have questions about how to do it, and I wish I had better answers. Here’s my own personal story of how I did it and the journey that took me here.
Come see me as a speaker at the Service Experience Conference 2014 in San Francisco. I’ll be giving a behind-the-scenes look at a service designer’s odyssey at software (and service!) giant Intuit! You’ll pay for the whole seat, but only need the edge…
There’s quote by Henry Ford about people wanting “faster horses”. There’s a problem though – Henry Ford never said it. So what was he actually solving for, and how do we learn from it?
New place. New journey. New focus. New inspiration. Basically; everything new.
Selling a service and experience is a new way of looking at business. By changing the language we use and the perception of why we’re engaging, the dynamic of the customer experience of our services and products shifts to serve them, not us.
It’s an interesting phenomenon, realizing that you just passed through an awesome service experience. Great ones are transparent; they just happen and you don’t have to think about it. It’s UX on the user journey. That feeling of walking in to a place where everybody knows your name.
There is so much to UX, it’s hard to capture what it means. At least I can try to so for what it means to me personally; the view I believe in.
A delightful user experience. That is what we call it. All the work and effort we put in to research, design, testing; all in pursuit of that final goal. An entire, complex UX process, yet with an outcome that can be reduced down to just one simple phrase.
Why does the Bootstrap 3 grid work the way it does? There’s some clever magic going on, and understanding why Bootstrap is built the way it is will clear up a lot of confusion and help you understand the intricacies of what is going on, and why Bootstrap chose to do it this way.
TajRiba; the Swahili word for “Experience”. There’s a wellspring of design happening in Africa right now. In ways you wouldn’t expect. I had a chance to take part and give a pair of talks at the TajRiba, the first sub-Saharan Africa UX conference and workshops. I think I ended up learning more than anyone, and saw the value in the idea of “intelligent engagement over aid.”
Working with Bootstrap 3 Less can be intimidating. This tutorial and workflow example will help you make the most of this powerful styling language and get the most out of Bootstrap.
My 2nd talk at TajRiba is coming up. Entitled “Prototyping: Look Forward to Surprises.” This whole experience has been one big prototype for us all, so it’s time for the second iteration.