Design discussion with IDEO.org, 3fE, and Irish Design 2015

I spoke about design with John Collery (IDEO.org), 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 … Continue reading Design discussion with IDEO.org, 3fE, and Irish Design 2015

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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 http://www.irishtimes.com/business/designing-services-for-smarter-business-1.1916748 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 … Continue reading Designing services for smarter business