“Service Design” / “Customer Experience Design”

In a recent post to Creativity Online, Jen Bove (who is a friend of mine) posits: “Service design, while often talked about in academia, is getting more and more attention from design companies and service providers, as the impact of experience design has been proven to increase customer satisfaction and brand perception.” And while I [...]

Movie review: Objectified

I was hesitant to comment about Objectified, until I realized the people reading this blog are potentially interested in this documentary film about industrial design, directed by Gary Hustwit, who made the Helvetica. Sadly, the film is simply not worth seeing. I say “sadly,” because I think there’s demand for a smart film on this [...]

Behold the awesomeness that is UX Week 2009

(and register before July 1 and get serious early-bird discounts!) Check out the schedule for UX Week 2009, and tell me that it’s not the best UX conference program around. From Tony-Award winning performer Sarah Jones, to austistic animal facilities design and author Temple Grandin, to director of UX on the Palm Pre Matias Duarte, [...]

More writing up at HarvardBusiness.org

The primary reason I’m quiet here and on the Adaptive Path blog is that I’m focusing most of my writing energies for my column at HarvardBusiness.org. Two things I’ve learned recently: People like simple diagrams. Saying anything positive about Microsoft is a sure-fire way to garner MS-hater comments and raise your page views.

Movie review: Anvil! The Story of Anvil

Maybe it was because I was travel-tired when I saw it on the Virgin Atlantic flight to London, but the documentary Anvil! The Story of Anvil actually made me well up with tears. Most commentary on the film refers to it as “the real Spinal Tap,” and while there are similar moments of absurdity and [...]

Lessons from Target’s ClearRx

Among the staples of my presentation about customer experience is Target’s ClearRx pharmacy system. It’s a great story of design making a difference. What’s more fascinating to me, though, is how such good design made it out into the world. Through reviewing explanations and interviews online, I pieced together some lessons of why it worked [...]

The First Blogger

Scott Rosenberg’s short video, The First Blogger, is an excellent example of how to engage and audience and build buzz for a book (in this case, his forthcoming Say Everything. It uses a topic that many potential readers would be interested in, and draws those folks into a little mystery.

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Links, thoughts, and essays from Peter Merholz