Archive for May, 2007
Business Week has a nice little podcast from April with the head of the CMU School of Design, Dan Boyarski, talking about Service Design and Carnegie Mellon’s upcoming Emergence Conference, September 7-9, 2007. This friday, June 1 is the deadline for submitting papers and July 1 is the early registration deadline.
My friend Phi-Hong and I were talking the other day about how to measure service quality as a critical step toward making the business case for Service Design. It’s tough since services are so ephemeral and hard to capture, but I came across a post over at Consumerist about the American Customer Satisfaction Index (ACSI) [...]
Came across an article in the Financial Times about London-based PA Consulting Group using Second Life to prototype new services.
…we have a model of a bank branch that allows us to experiment with scenarios around user experience–how people would interact with components of the bank branch and bank staff. We use it to demonstrate how [...]
