Tag Archives: service design

Team Yuno Report: Smithfield Service Jam 2014

The Global Service Jam is an enormous festival of service design, like a vast jam session in music. People come together all over the world, bringing their skills and open minds. Someone sets up a theme, and everyone starts to jam around it. But it’s not music you are jamming – it’s change. (Find out more at the main Global Jam site)


The Smithfield Service Jam was part of this worldwide event, and I was lucky enough to be a part of it. The Jam was sponsored by Truth, and took place at their office in Farringdon, mentored by Erick Mohr. After pizzas and icebreakers, we found out the theme for this year’s jam.

The theme for this year's jam.
The theme for this year’s jam.
Continue reading Team Yuno Report: Smithfield Service Jam 2014

Countdown to Global Service Jam Smithfield

How exciting! My welcome pack for Global Service Jam Smithfield arrived today. I’m really looking forward to getting involved a worldwide service design challenge at the Truth offices in Smithfield this weekend. There are a few places left. Why don’t you come too?


What is service design?

“Service design is a method for improving the quality of your service. Those improvements are directed at both the users and staff of your organization. Innovating in services is not new. Every organization that provides services thinks seriously about improving the quality of its service at some point.
Continue reading Countdown to Global Service Jam Smithfield

Games and Play

This is the latest in a series of posts relating to the Gamification class I’m taking through Coursera.

“A game is a series of meaningful choices” – Sid Meier

What is the difference between games and play? In broad terms, play is unrestrained, spontaneous, exuberant, whereas games are formal, structured, and driven towards outcomes. In lecture 2.3, Kevin Werbach discussed the work of Roger Callois, who drew the distinction between ludus – structured activities with explicit rules, i.e. games) – and paidia – unstructured and spontaneous activities, i.e. playfulness. You can read more about Callois and his ideas here.
Continue reading Games and Play

The Ten Principles Behind Great Customer Experiences

Over the weekend, I finished reading The Ten Principles Behind Great Customer Experiences, by Matt Watkinson. It’s an invigorating and enlightening read, and if you’re interested in service design or product management, I think you’ll enjoy it.

(image from mattwatkinson.co.uk)
(image from mattwatkinson.co.uk)

Matt Watkinson applies design thinking to the whole user experience. The book outlines a series of perspectives on how to make interacting with a business, product or service into a great experience for the customer. Continue reading The Ten Principles Behind Great Customer Experiences

Critical Thinking in Global Challenges

I’ve signed up for a range of courses through Coursera, and the first to kick off has been Critical Thinking in Global Challenges. The course is convened by Dr Celine Caquineau and Professor Mayank Dutia of Edinburgh University. It aims to develop and enhance one’s abilities to think critically, assess information from a variety of sources, and develop reasoned arguments in context.

Distinguishing between facts, assertions and opinions particularly resonates with me because of my background as a public sector policy officer. I’m used to evaluating the credibility of evidence from my work in market research. It’s especially interesting in terms of the vanity metrics that Eric Ries talks about in The Lean Startup (and in this post on Tim Ferriss’s blog): does this evidence really show what it claims to show? Critical thinking is essential for designing services and products. It is a skill best developed through constant doing and practice; this course is a great opportunity for me to keep my mind in shape.