Why thing-centered design matters

To improve the design of services it is important for us to better understand why services fail. To understand failure, we need to be able to ‘see’ the systemic structures and behaviors that make any service a whole that is other than the sum of its parts. In doing so we’re able to better grasp…

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Book abstract; feedback welcome

(Below is the abstract of the book I’m writing, titled “Thinking in Services”, to be published in June 2018 by BIS Publishers, Amsterdam. Please let me know what you think). Services are part of the daily life of individuals and organizations. A day without paying for or providing them is inconceivable. They come in all…

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Say something

For selfish and unselfish reasons, close the loop. It is critically important to give service providers feedback on the quality of their service, even if it’s awkward and inconvenient, and especially when they don’t ask. Why? Every piece of feedback is like pixel being updated. The service provider gets a more complete and updated picture…

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Services are …

Below is a list of sentences that are excerpts from a manuscript. None of them are formal definitions per se, but you can see an opinion forming, that might be formalized as a new way of thinking, with the basic tenets being: services are products of a particular kind that materialize from performances and affordances,…

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The expanding universe of services 

The more specialized, layered, mobile, distributed, and connected society (individuals and organizations) becomes, and greater its opportunity costs, and income levels, the greater its dependence on services.  We need services not just for more kinds of goods we buy and sell, but also for the services. Then we have services that make possible services. And…

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