I’m Free!

You are sitting at your desk when you hear that notification sound from your mobile. You are working on something, you are trying to concentrate and get things done, but you cannot resist. You reach your smartphone because you feel like you have to check what that notification was. Done. You are lost. A few […]

Magic Happens (If You Want It!)

My mother was an elementary school teacher. She was pretty cool, and I can remember the devotion she had for her work. She often said that it was not a job, but a privilege. Somehow I always thought that she was just trying to sell me what she was doing. Well, I have never been […]

You may be a natural at Service Design

Here is the next post about Service Design. In the previous one, I gave you an example of bad, actually nonexistent, service design. In this one, I will talk about a perfect example of good Service Design. Truth is that the business didn’t even know what Service Design is, but they did it right in […]

Trash cans, and why they matter

I have spent my holidays in Santa Maria di Castellabate; an awesome small city on the sea in the Cilento area. Wonderful vacation. Even if I was on holiday, I was not able to disconnect from my work at Sketchin and I was looking at my experience as a tourist from a professional standpoint. I […]

Dear $client,

I greatly appreciate you are considering my company as a potential partner for your project. Nevertheless I feel the urge to let you know something about me, and my company. The big assumption As an Apple Senior Manager once told me when I was working for a mobile telecomm operator: “We don’t need your money.”. […]

Send us a fax…

August ended, and holidays are already a pale memory. My main credit card expired, and I had to update the payment details for a bunch of services such as broadband connectivity, cable service, paypal, etc. etc. Needless to say I was able to update everything online, even my mobile plan. Everything but one service, my […]

Your service sucks, and why you should care

My two sons have been taking swimming classes all winter. It’s an interesting experience, at least in Italy. Swimming pools have not been designed to be usable. That’s the reality of things. A while ago I wrote this: “I think that one of the biggest problems in this country is that every product or service […]

We Always Did It That Way

If you ask me what is the worst statement I could hear from a client I would answer “We always did it that way” is the one. This sentence is the biggest problem that prevents change in an organization. I have been speaking a lot about this. In one of my latest presentation, eI spoke […]

A tale of wasted talents

I have been deeply immersed in service and experience design with big companies for at least the last ten years. It has been a very exciting journey with the usual highs and lows, and I have been playing both the client and supplier role in different occasions. I had a big opportunity to work on […]

A New Class Of Consumer Products

I am curious by nature, and each time I am going to buy a new product I always check if someone has already hacked it in some way I may like. I like the idea to extend the feature set that the manufacturer has thought of when designing the product. Truth is that this is […]

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