Design discussion with, 3fE, and Irish Design 2015

I spoke about design with John Collery (, Colin Harmon (3fE), and Laura Magahy (Irish Design 2015) in Dublin recently. Here are the highlights.

As I wrote last year in The Irish Times, a happy customer is an extraordinary thing. So extraordinary that this first moment of happiness with a service can be a prelude to a long-term, perhaps even life-long, relationship with the service provider. With this in mind, I held an informal discussion on service design and customer experience. I invited a mix of senior decision makers, creatives, and practitioners to hear from the founder of one of the world’s best cafes, an expert from global leader IDEO, and the brain behind Irish Design 2015.

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Design matters for business, for startups

Originally appeared in The Irish Times on 7 November 2014. Full story is at  A report by Sir George Cox for the UK Treasury in 2005 started with definitions of three key ingredients that could enhance business competitiveness: creativity, innovation, and design. Creativity, Cox said, is the inception of new ideas, approaches to problems or […]

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Designing services for smarter business

I wrote this article on service design for The Irish Times, published on 5 September 2014. Article is at The Apple user or Nespresso drinker appreciates not only the physical good, but the entire experience of interacting with the business A customer’s relationship with a service is often unpleasant and short. But occasionally something […]

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