I came cross Nathan Shedroff 's quote about experience design on the ServiceDesign.org website. His Experience Design is the first book I read about this subject -- about three years ago. Interestingly, Shedroff has a very complex and vague way to describe what is experience and what designer is doing with experience encounters. Emotions, Trust, Privacy, Ambiguity, Delight, Satisfaction and Personality... seems all relevant but also far from what one can 'design'. This vague view perhaps is a honest reflection on this pioneer designer's feeling of his own position in this changing world, as many other design pioneers.
Shedroff bravely states: I am not a designer.
" ... I believe that all experiences share particular characteristics that make them successful--whether these are online experiences, such as websites, or real, physical ones, such as theater, meetings, parties, products, environments, buildings, etc. In order to build successful, engaging, and meaningful experiences we must understand what makes experiences wonderful in all media. Certainly, most online experiences are pale and unsatisfying in comparison to those in the rest of our life.
The development of all experiences must create solutions to problems of information creation, interaction, and, of course, sensorial media (the visual, audible, tactile, and other sensory displays that form the solution that people experience. Issues of understanding and meaning (information) and usability and appropriateness (interaction) are cerebral solutions that are only expressible with very sensory components. However, the real problems--and the most interesting solutions--lie in these cognitive processes and not in the beauty of the finished experience. This isn't to say that beautiful experiences aren't important, but beauty without purpose is, ultimately, meaningless."
Perhaps, by saying 'I am not a designer' we can eventually free ourselves from the limits and bias we set for ourselves.
Saturday, 6 September 2008
Thursday, 21 August 2008
visual thinking - are we thinking in the same way?
Wonder if they are referring to designer and their client...
When visual thinking becomes the new buzz word in business world...
Are we really talking about the same kind of thinking?
Thanks to Ralf Beuker for the source :)
Tuesday, 19 August 2008
Design Dictionary
See how the Design Dictionary defines Service Design...
http://www.service-design-network.org/fileadmin/sdn_webmedia/pdf/Design_Dictionary-Service_Design.pdf
It takes four pages !!
information resource: Service Design Network
http://www.service-design-network.org/fileadmin/sdn_webmedia/pdf/Design_Dictionary-Service_Design.pdf
It takes four pages !!
information resource: Service Design Network
Friday, 25 July 2008
Experiential Service
Prof. Chriss Voss and Leonieke Zomerdijk published this review on innovations in Experiential Service from London Business School. They introduced the concept of Experiential Service, where services focus on fulfilling customer's experiential needs rather than carrying out service transactions in the traditional definition. The interesting bit is the five areas they point out as having important impacts on customer experience: physical environment, service employees, service delivery process, fellow customers and back office support.
I am thinking of how to build this into Schmitt's Customer Experience Management Model... and also how it might work with the whole 'sensing, feeling, thinking, acting and relating' themes from Experiential Marketing... mmm...
I am thinking of how to build this into Schmitt's Customer Experience Management Model... and also how it might work with the whole 'sensing, feeling, thinking, acting and relating' themes from Experiential Marketing... mmm...
Thursday, 24 July 2008
transfer presentation
Just realize that I haven't left anything for the transfer presentation, which is about a month ago... the title is Mind the Gap: theories and practices in service design. The presentation is mainly used to associat with a 9000-word writen document.
The presentation and the document mainly report the results of the literature review, research development (or let's say actually it is research agenda focusing down), the proposed methodology and timeline. Literature review consists six essays. Five are synthesis of different literature themes: service, experience economy, experience design, design and design management. The six is a brief review of current service design consultancies in UK.
The presentation and the document mainly report the results of the literature review, research development (or let's say actually it is research agenda focusing down), the proposed methodology and timeline. Literature review consists six essays. Five are synthesis of different literature themes: service, experience economy, experience design, design and design management. The six is a brief review of current service design consultancies in UK.
Wednesday, 9 July 2008
What's in my paper ?
This is a piece of software that really sum up what I wrote in an abstract for a conference in Korea:
A great way to get the key words out automatically... wonder if I write the paper first, will it product the abstract for me ?!
Add in another one, made from a other abstract for the Design Connexity Conference next April... a bit editing on the text and see very different result this time - although service design is still the theme...
A great way to get the key words out automatically... wonder if I write the paper first, will it product the abstract for me ?!
Add in another one, made from a other abstract for the Design Connexity Conference next April... a bit editing on the text and see very different result this time - although service design is still the theme...
Tuesday, 10 June 2008
Strathclyde Service Science Workshop
Got a call on Sunday and I was on my way to Glasgow on Monday... ignoring the promise of transfer report delivering deadline on the same day...
It is a workshop under the name of 'Service Science'. And according to the key presenter Raymond Fisk, the name doesn't really matter, you can add whatever you are doing after the 'Service ____?'... so basically 'service design' is a correct term in this sense...
In the morning a presentation was given by Prof. Ray Fisk, a marketing guy from Texas State University. Starting with the story of the elephant and the blind men... ha ha... which is surprisingly suitable to describe the situation in service ____? nobody really knows what they are doing, everyone just see a part of the whole thing, while the whole thing is just too complex for one discipline/perspective to totally understand. His proposal of changing 'service science' to 'customer science' particularly interets me, as the argument in my research is always putting the customer in the heart of organisation operation. Also, he touch the importance of arts (design included), in terms of embracing emotions and creating joy.
the main point of the afternoon discussion are: the concept, the cross-discipline collaboration and the T-shape professionals who can realize the former two. Our group discussion is mainly focused on cross-discipline/function units collaboration: its efficiency, its effects (overall maximisation), and the power of organisational culture on these issues. Very interesting discussion among the group, we've got a manager from RBS, two academia from marketing, one from NHS doing risk management, one IT engineer and me, designer. I notice the use of language is possibly the main bia in communication, each profession has its own glossary to describe the same thing with slightly different words... somehow it becomes confusing. Although within 'service science' most of the jargon are agreed, still once the concept was understood with the existing knowledge in different disciplines.
A paper comes with the workshop is the white paper from IBM and Cambridge University, called Succeeding with Service Innovation. Worth reading! Funny enough that it starts in almost the same time as I started my PhD, and this publication is out in April,2008. Most of the arguments in the paper are the same as mine -- only in more beautiful sentences... I am happy that it means I am on the right track here. Although disappointingly, the definition of Service Science is the short for SSME-- Service science, management and engineering. In the footnote, it says SSME can be extended into SSMED -- Service science, management, engineering and design. Seems that the theory construction of design is still a dearth.
It is a workshop under the name of 'Service Science'. And according to the key presenter Raymond Fisk, the name doesn't really matter, you can add whatever you are doing after the 'Service ____?'... so basically 'service design' is a correct term in this sense...
In the morning a presentation was given by Prof. Ray Fisk, a marketing guy from Texas State University. Starting with the story of the elephant and the blind men... ha ha... which is surprisingly suitable to describe the situation in service ____? nobody really knows what they are doing, everyone just see a part of the whole thing, while the whole thing is just too complex for one discipline/perspective to totally understand. His proposal of changing 'service science' to 'customer science' particularly interets me, as the argument in my research is always putting the customer in the heart of organisation operation. Also, he touch the importance of arts (design included), in terms of embracing emotions and creating joy.
the main point of the afternoon discussion are: the concept, the cross-discipline collaboration and the T-shape professionals who can realize the former two. Our group discussion is mainly focused on cross-discipline/function units collaboration: its efficiency, its effects (overall maximisation), and the power of organisational culture on these issues. Very interesting discussion among the group, we've got a manager from RBS, two academia from marketing, one from NHS doing risk management, one IT engineer and me, designer. I notice the use of language is possibly the main bia in communication, each profession has its own glossary to describe the same thing with slightly different words... somehow it becomes confusing. Although within 'service science' most of the jargon are agreed, still once the concept was understood with the existing knowledge in different disciplines.
A paper comes with the workshop is the white paper from IBM and Cambridge University, called Succeeding with Service Innovation. Worth reading! Funny enough that it starts in almost the same time as I started my PhD, and this publication is out in April,2008. Most of the arguments in the paper are the same as mine -- only in more beautiful sentences... I am happy that it means I am on the right track here. Although disappointingly, the definition of Service Science is the short for SSME-- Service science, management and engineering. In the footnote, it says SSME can be extended into SSMED -- Service science, management, engineering and design. Seems that the theory construction of design is still a dearth.
Monday, 2 June 2008
giving feedback
It is not easy to give feedback to the others... especially students...
you have to be positive, and constructively critical... and patient...
In general I did fine today with the help of my lovely colleagues, well, couple of feedbacks on my performance there:
'don't talk too fast' - when I gets nervious, I start to talk fast like hell... pause with questions like 'do you understand?' or 'you know what I mean?' help to give other people some time to *think* what I just said... God... I sometimes talk faster than I think... scary,isn't it?
'dont sit too close to others, leave them personal space' - I obviously dont have a issue with personal space, which... then cause trouble to others... I get to close to them -- damn it... too eager to show that I am friendly... I gotta be a bit teacher here... right!
'sit face-to-face to the people you talk to, so that you can see their reactions' -- very good one, and solve the problem of getting to close to them... will do that!
you have to be positive, and constructively critical... and patient...
In general I did fine today with the help of my lovely colleagues, well, couple of feedbacks on my performance there:
'don't talk too fast' - when I gets nervious, I start to talk fast like hell... pause with questions like 'do you understand?' or 'you know what I mean?' help to give other people some time to *think* what I just said... God... I sometimes talk faster than I think... scary,isn't it?
'dont sit too close to others, leave them personal space' - I obviously dont have a issue with personal space, which... then cause trouble to others... I get to close to them -- damn it... too eager to show that I am friendly... I gotta be a bit teacher here... right!
'sit face-to-face to the people you talk to, so that you can see their reactions' -- very good one, and solve the problem of getting to close to them... will do that!
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