service design
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User story: the time travelling courier
“I’m really sorry, but it won’t let you sign for another thirty seconds.”
The delivery driver on my doorstep looked apologetically at me, then accusingly at the rugged little plastic computer in his hand. His use of the pronoun ‘it’ spoke volum…
A conversation with Rachel Liu
Rachel Liu traces her path as a service designer to an early interest in making and a degree in computer science. She talks to MEX founder Marek Pawlowski about the evolution of her career, including the nuances of conducting complex user research…
Design Talk 54. Rachel Liu, Lead Service Designer, Pearson; Lifelong learning
Rachel Liu traces her path as a service designer to an early interest in making and a degree in computer science. She talks to MEX founder Marek Pawlowski about the evolution of her career, including the nuances of conducting complex user research…
Self-serving machines and the human antidote
It was seven o’clock in the morning. We were four self-service screens and four user experience failures into our journey.
It didn’t help that there hadn’t been enough time for coffee before my partner and I left the house, but even fully caffe…
Parakeets, problem analysis and the beauty of inconvenience
In his 2014 book Being Mortal, Atul Gawande tells the story of how Dr. Bill Thomas, a medical director at a nursing home in upstate New York, improved the experience of residents by challenging conventional elder care practices. Thomas believed th…
The multi-sensory experience design of a Harley
Part of MEX Inspirations, an ongoing series exploring tangents and their relationship to better experience design.
When asked about Harley Davidson’s enduring appeal, the great grandson of the company’s co-founder uses a vocabulary which suggests…
Anticipate interaction at stages of approach
Principles for natively neighbourly multi-touchpoint experience design
If you listen to tech podcasts, you’ll likely already be familiar with curse of the keyword. When a presenter says ‘Ok Google’ or ‘Hey Siri’ on their podcast, thousands of listeners’ devices all over the world automatically initiate a search. It…