Plugs on trains: Meeting User needs
Hallelujah. It finally happened! The West Coast train line put plugs onto the backs of all seats! Today I’m headed back from Glasgow to London. A trip I…
Category: service design
Service Frontiers: The Robots are coming
This is a repost from The School of Good Services Service Frontiers and should be noted, writing anything about technology, it is likely to be out of date within a…
Essential skills for service designers
By far the most common question I’ve been asked throughout my career is ‘what makes a good service designer?’ Whilst there’s no perfect ‘mould’ a service designer should…
The future is what you think it is
I’ve always said service design was a visual discipline. When the industry exploded, with the ‘design’ part in it, it was a whole visual and visceral adage to…
What is Service Design?
First, we need to start with what services are. Services help us do a thing, provide us, a person, with some kind of value, helping us reach an…
Making it safer online
After a year when many people’s lives were lived online more than ever before, and with that trend only set to continue, the issue of online safety has…
Good service designers should read Good Services.
Finally, a critical book in Service Design that comes back to the materiality of services. For too long we fetishised methods and focused on the how not the what…
A thank you to the Glasgow School of Art
Ten years ago to the day I graduated from my degree in Product Design at Glasgow School of Art. I’ve always been a huge supporter of the school…
Service design: creating a relational state
Service design has had a meteoric rise over the past decade. The discipline has helped us to make services more accessible, usable and inclusive. It has, in turn,…
A guide to procuring service design
I’ve been responding to requests for bids from clients in the form of ITTs, RFQs, Briefs, Proposal requests — for over 10 years, across the public, private and…
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