I’ve been thinking about combining service design with the human-centered design process. And I found the answer today. After user research in the design process, designers develop solid insights that analyze what they find in their interviews or secondary research. A blueprint based on solid insights allows the service designers…

Today the business world has changed revolutionary because websites give access to information. In the past, companies had all the information, so they could take advantage of the customers. Now things have changed. Companies share basically the same information, for example, stock prices, market data, and trading information. So customers…

Recently I read an article by Richard Normann. He introduced how a new service might dematerialize, liquify, bundle, unbundle, increase density and create new constellations. For example, Netflix dematerialized cable TV content and rebundle them into streaming, creating more density in the service.

I always have a question about what is a bad service design and how to value whether a service design is good or not from a designer’s perspective. It’s easy to know from a customer’s perspective because the service is bad when customers have bad experiences. After I read the…

I read the article: “How To Do Design Critique” by Jeff Bardzell today, here are some thoughts after reading: Critiquing is a useful tool for people to express their insights about an object, experience, or phenomenon. People have different thoughts or feelings about the same object, so people use critique…

This table came from Martin Eppler’s research paper “A Comparison Between Concept Maps Mind Maps Conceptual Diagrams” Epper compares four types of visualization formats that may use in the classroom. Her audience is mostly teachers and students. Eppler hopes to implement different visualization formats in the educational scenario. In order…

A friend of mine once told me that she uses images to think, I was surprised until I read the short article “What is Visual Thinking” by David Gray. When I hear about visual thinking, the first thing that comes to my mind is dreaming. People dream visually, so I…

Building resilience into the design will help services adapt better to change and perform longer for the user. One example of resilient service design is that some Starbucks don’t have a drive-through path while others have. Most Starbucks in NYC doesn’t have a drive-through because it’s too slow for people…

I read the paper: “Designing For Service Creating An Experience Advantage” by Hugh Dubberly and Shelley Evenson, here are some discussions: Designing for service is a process that brings together skills, methods, and tools for intentionally creating and integrating (not accidentally discovering and falling into) systems for interaction with customers…