Event: Service Design - Wednesday 23 April
- Please feel free to circulate this to colleagues and friends. If you are not already on the 'AIGAExpDesLondon' list please join (details at the end).
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You are invited to the thirty-second AIGA Experience Design London meeting.
Wednesday 23 April, 6:30 for 7PM (until 8:45 PM)
The Design Council, 34 Bow Street, London WC2E 7DL
(opposite the Royal Opera House)
There is no payment to attend. Please email all enquiries to
this address, not the Design Council.
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The things organisations create are becoming increasingly intangible and complex, and people's interaction with them take place through multiple 'interfaces' and over time. These interactions will shape their overall quality of experience, and from their point-of-view the organisation may _be_ the product (as has long been the case in intangible services such as banking). This is the realm of service design. At this event we will ask: how can designers go beyond the creation of just one interface to consider the design of an entire service? How can they convince clients they should extend their role? How can services be prototyped and their success measured? What are the key approaches for service design, and can a (pattern) language be developed?
(Our 7 May event will be be announced before this event takes place, so don't be surprised if you see a second email announcement sooner than expected.)
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Presentations: Service Design
-- Bill Hollins will introduce the concept of service design and its associated standards. He will discuss the ways in which companies address (or fail to address it) and review his research work in this area. Kevin Gavaghan will tell the story of the conception and development of First Direct phone banking service. He will also consider how to develop service design projects, reviewing the main techniques and processes. ("We anticipated the world by 15 years by building humanity in the process", he notes.) live|work will ask what services really are, how design skills can be applied in their creation, and note some key principles that should be followed. They will also give the first public presentation of 'ViVi', a service design research project and case study addressing voice service innovation currently being conducted at the Interaction Design Institute Ivrea in collaboration with Telecom Italia.
- Bill Hollins undertakes management consultancy for Direction
Consultants, which he co-founded in 1985. He has worked in twenty
countries. He also teaches, mainly Post-Graduates, marketing
management, operations management and design management at the
University of Westminster. He has a doctorate in Design Management
from Strathclyde University and has been actively involved in all
British Standards on design management. He has written four books
of which the most recent, 'Over The Horizon' (co-authored with
Gillian Hollins), is the first to investigate long-term
- Kevin Gavaghan is a specialist in innovation and the development of
break-through processes to make creativity work in big businesses
and government. He manages and consults on a wide range of innovation
from direct banking to food manufacture, from new forms of retailing
to new technology application in education. His career spans
the retailing revolution, from Top Shop fashions via Marks and Spencer,
to retail director and board member at Thomas Cook UK then Managing
Director for Australasia. His return to the UK as Marketing Director
for HSBC Bank (then Midland Bank) coincided with the start of a new
round of innovation in a mature industry. During 1988/9 Kevin lead
the Midland team that conceived and developed First Direct - the
world's first, most successful and best-known brand in banking by
phone. He has spent time as Director of Business in the Community,
is a Council member of the Marketing Group of Great Britain, a Governor
of the London Institute, and a Board Director of the Small Firms
Enterprise Development Initiative. Kevin is an Oxford history graduate,
and was brought up in East Africa where his mother ran a trading
store off the back of a three-ton Bedford truck.
- live|work studio is a London-based company focusing on service
design, through commercial services projects for clients and research.
It seeks to find ways in which design of services can help contribute
to a more sustainable culture of use. Current clients include Orange,
Italia Telecom and egg.com. Principals also teach and engage in
research at the Interaction Design Institute Ivrea and the Royal
College of Art.
- Chris Downs has worked as a creative consultant since the mid-90s
for companies including Oyster Partners, Emap and IDEO, focusing on
developing creative strategies, and branding through customer
experience. He has an MA in Interaction Deign from the RCA and was
involved in setting up the Interaction Design Institute Ivrea.
- Ben Reason recently completed an MSc in Responsibility and Business
Practice at the University of Bath. Previously he worked at Oyster
Partners and Razorfish, when he was responsible for the interactive
layer of the V&A's new British Galleries. He has also been responsible
for the creative development of Orange's brand interaction guidelines
and for a series of future service concepts and scenarios. Other
projects include the RAC online route-finder and traffic news services,
and NatWest interactive TV development.
- Lavrans Løvlie has an MA in Interaction Deign from the RCA, and
designed services for the largest brands in Scandinavia for seven
years before joining live|work. Lavrans is also co-founder of Loome,
the first in-house service developed by live|work studio.
Report back: CHI2003
-- Time permitting we will also have a report from the recent CHI2003 conference (http://www.chi2003.org/) in Ft. Lauderdale. This conference is the premier forum for new learning in HCI and interaction design.
EDGE: The Creative Business Forum
May 21 2003, London
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Organised by London First, EDGE will the first major event to bring together leading people from the main creative industries: advertising, architecture, art, design, fashion, TV, film, video, music, multimedia games, performing arts and publishing. Speakers include: Tim Bevan (Working Title Films), Tony Elliott (Time Out), Rt Hon Tessa Jowell (Secretary of State, DCMS), and Sir Paul Smith.
We have negotiated a concessionary delegate fee for AIGA Experience Design London list members of £200 (full fee is £250) available if you mention us when you book. Online registration is available from the conference Web site. Hope to see you there.
DESIGNING FOR USER EXPERIENCES CONFERENCE
June 5-7 2003, San Francisco
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DUX2003 will gather together designers of all kinds to truly understand not only what makes for a quality user experience, but also what factors contribute to the creation of a success or a failure. DUX2003 will look at all facets of the product/service development lifecycle and at other facets of a business, and business decisions, that affect the user experience. The core presentations will be based on peer-reviewed design case-, practice-, or research-studies and sketches, and over 100 submissions were received:
If you register before 5 May, you will receive a special discount of $200 off the normal registration price. Discounts apply for members of AIGA, ACM/SIGCHI, ACM/SIGGRAPH, and for full-time students:
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Our Wednesday 7 May event will be 'The network meets the real world' featuring a presentation by nomadic architect Tobi Schneidler. The theme for our (provisional) Wednesday 11 June event is likely to be information visualisation.