Doctor's Note

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 …

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 …

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 …

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 …

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 …

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 …

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 …

I’m happy to announce that our book, Service Design: from insight to implementation has just been translated and published in Japanese by Maruzen …

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 …

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 …