Service / systems design / research

I am deeply interested in the design of interactions, experiences, processes and strategies. The right kind of conceptual designer can be a huge asset for business and research development. Unlike manufacturing organisations, service companies tend to start the process at the concept stage, thus missing out altogether the vital first 15% of the design process. If new and improved services are designed and planned with a ‘front-end’ focus, poor ideas can be easily eliminated and better ideas more fully thought out while still ‘on paper’. This minimises the need for changes later - at the high-cost end of the design process. This will result in a more efficient use of the resources available within tight constraints.

Service design is an especially useful way to bring deliver innovation in the public sector. The technique reframes problems so they can be tackled differently, reduces service failure by designing around the customer across channels, and reduces the risk of change by testing in iterations.