Andy Polaine
Join me for Interaction 14 South America
Update: The workshops are now open for registrations and there are early bird discounts available. I’m super looking forward to taking part in …
Writing & Thinking
A mix of essays and commentary about design, innovation, technology, society, coaching, personal and leadership development. Since 1996.
Help Launchlabs crowdfund their creative co-working space
“At home you feel lonely and at the office you get nothing done.” True words from my friend and frequent collaborator, Andreas Erbe, from …
Service design combined with smart resource usage
My older brother Matt works as Lead Researcher, The Circular Economy at British Telecommunications (yes, he is older than me, although I get the bald head and …
Capital One's acquisition of Adaptive Path shouldn't be news
Last week’s announcement by Adaptive Path that they have been acquired by Capital One sent, if not shockwaves, certainly large ripples through the tech …
Learning from Raiders of the Lost Ark
I’m in the research phase for a book project that looks at how and what designers and organisations—particularly those involved in service design or …
UX Week 2014 Talk Video
The video of my UX Week 2014 talk, Designing Multichannel Services for Lives Beyond the Screen is now online (and embedded below). There were some great …
UX Week 2014 Blueprinting Workshop
Hint: The future of air travel is not this If you’re here, you were probably at my workshop on Developing Services with Service Blueprinting for UX Week …
Customer service experienced in bits
Dr Drang tells two stories of failed customer service. The first one involves him trying to assist his mother getting to the gate at the airport. I use flying a …
Talk & Workshops at UX Week 2014
It has been a long time since I have been in San Francisco, so I am thrilled to have been invited to give a presentation and two workshops at Adaptive …
Interview at the 2014 Science-to-Business Marketing Conference
I gave a keynote a couple of weeks ago at the 2014 Science-to-Business Marketing Conference in Winterthur and Todd Davey interviewed me afterwards about service …
Apple, Beats and wearable tech
All the speculation about Apple designing and iWatch and the noise about their acquisition of Beats got me wondering why we do not pay more attention to the …
Service Design in Japanese
I’m happy to announce that our book, Service Design: from insight to implementation has just been translated and published in Japanese by Maruzen …
Chris Risdon on Orchestrating Touchpoints
Whilst I’m at it, here’s a great talk by Chris Risdon from the same conference talking about orchestrating touchpoints. His anecdote at the …
Dave Malouf on Storytelling and Interaction Design
I talk a lot about the importance of thinking about the story of your product or service. I have always assumed this has to do with my background of studying …
Collaborative long form writing – the story behind the book
A few people have asked me about the process of writing our book on service design given that the three of us are in different countries and all have different …