Intelligent Service Design


  • “To approach experience, however, is not like approaching a house. ‘Life’, as the Russian proverb says, ‘is not a walk across an open field’. Experience is indivisible and continuous, at least within a single lifetime and perhaps over many lifetimes. I never have the impression that my experience is entirely my own, and it often seems to me that it precedes me. Experience folds upon itself, refers backwards and forwards to itself through the referents of hope and fear. And so the act of approaching a given moment of experience involves both a scrutiny (closeness) and the capacity to connect (distance). Finally, if one is fortunate, meaning is the fruit of this intimacy.” – John Berger

  • The Art of Influence and Persuasion in Business

    By on June 10, 2014

    We are constantly trying to persuade people to share in our views, help us complete projects (or at least not become an opposing force) and in the case of introducing a new program of works to a company, usher in changes that need to be implemented. These activities require cooperation from all involved and sometimes to achieve these changes we need to influence and persuade people to our way of thinking. Some call this manipulations.

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  • Design Anthropology’s contribution to Business

    By on February 18, 2013

    You may very well want to know why your customers make the decision to purchase your service or product. The game changer is knowing the why! To know the why, we need to uncover leverage points that inspire people to do something different. And this information is not forthcoming in traditional Market Research.

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  • Creating Customer Value

    By on February 15, 2013

    As a designer of experiences and services, I like to think that our profession is well on its way, maturing and moving away from the consumption based design of “toasters and coaster” to processes, systems and organisations. Whilst the digital world has embraced design thinking, I think business consulting in general has been slower in taking up the design thinking

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