service design
TagNarrative Prototyping Workshops
Workshops on using narrative as a tool for developing user experience strategy, co-developed with Victoria Kirk-Owal, through our agency Protagonist Studio. Recent clients include Smartsheet, CIID, Jayway, and Cookpad.
MEDIUM – Narrative is the Most Powerful Design Tool You’re Not Using
14 June 2018
HARVARD BUSINESS REVIEW – Too Many Executives are Missing the Most Important Part of CRM
24 Aug 2016
Making More Meaning: The New Service Economy
Our economy has become a service economy. That means the challenge for organizations large and small is the same: create better experience..
MEDIUM – It’s Time to Talk About Service Design
Service Design may turn out to be the crucial creative discipline of the next ten years, but only if the organizations already practicing it realize its significance and embrace its existing principles. Written as an introduction to Ziba’s one-year online magazine experiment, Design for the Service Economy.
It’s Time to Talk About Service Design – medium.com
FAST COMPANY DESIGN – How Amazon uses big data to make you love them
Businesses sit on data goldmines, but few leverage the data to improve customer service. In the end, the data about the customer you’re ta..
FAST COMPANY DESIGN – Innovation Always Starts With Empathy; Look at Zipcar and Even Apple
Despite all the noise to the contrary, empathy is still a creative agency’s most powerful tool.
Innovation Always Starts With Empathy; Lo..