Journal

Design Thinking, Service Design

Exploring Service Design Maturity


Are you wondering how mature your organisation/team or client is in terms of Service Design? Here are some questions you can ask Clients: Have you got a full single view of all your services? Is this visualised on a single piece of paper? Is there a service ecosystem mapped? Are individual services mapped? This can be

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Design Thinking, Service Design

What is Service Design?


I have recently been part of conversations about Service Design. They tend to start with ‘what is Service Design?’ followed by ‘Well, let me tell you what Service Design is….’ I heard a number of different definitions, explanations and views. We can debate what Service Design means to each of our companies (I have some

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Team Management

Team night out


Building a team is tough, what’s tougher though is bringing existing teams together. For some time now we’ve been  planning to organise an evening out for a growing and multidisciplinary team. A team with people that had just joined as well as veterans, a team that is in the midst of defining itself. We thought hard about

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User Experience

UX Design Guidelines


After a month of hard work the UX Design Team has produced the first of a series of UX Design Guidelines. This tome (70 odd pages) includes brand guidelines, device principles, and UI patterns for mobile and tablet web. The guidelines aim to ensure consistency across different applications and touchpoints. The next set of guidelines

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User Experience

Team Identity


As part of establishing a team identity the UX Design Team developed a logo to promote our work within then brand. An on-brand memorable logotype will help expose the wider team’s work and promote a User Centred Design approach. After mapping the team’s values, goals, and challenges we developed a series of logotypes. We then

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User Experience

Experience Maps


The Experience Map is a model that illustrates the complete experience a person might have with a solution, application, etc. It has its origins in, and has been used extensively in Service Design where customers are interacting with a number of touchpoints. We use experience maps in defining and designing multichannel retail experiences. We have

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