I can finally announce it publicly: I’ve had a Nexus One for the past couple weeks. While I played with it a bit, I never used it extensively, as I didn’t want to put my iPhone’s SIM card in it, and I didn’t have any other SIM cards lying around. The Nexus One is a [...]
Experience (and services and systems), not products (What I would tell interaction design students, #1 in a series)
I had originally planned to speak in SVA’s Interaction Design lecture series today, but had to cancel because I’m needed in the SF Bay Area. So, I thought I might blog the things I would have said This is a subject I’ve talked about at length before, perhaps most notably in the essay, “Experience IS [...]
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 [...]
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 [...]
On Friday, they posted my latest at HarvardBusiness.org, “How to Fit Into Your Customers’ Multi-Channel Lives”. I’m trying to get the word out since posting Friday afternoon means it’s largely been ignored.