Compensation

In services, things are for the welfare and well-being of other things. Through performances and affordances they they fix shortcomings and shortfalls, leading to the the enhancement and enrichment of those paying for the service. However, things have a finite capacity. During performances and affordances, they spend their superpowers and surpluses. The electricity charging the…

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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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