Author Archives: Damian Kernahan

Solid Service Principles are Crucial

Below is the latest blog I just received from Seth Godin. He (as he does most days) makes an important point especially for Service based companies and provides additional reasons why Service Design can be such a potent weapon for progressive companies. It’s not JUST the steak or the phone call or the insurance cover that your customers are buying ...

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Empathetic Biker-Centered Design in Denmark

I really thought this was perfect sense and showed a good understanding of human behaviour or in this case challenges. Simple, elegant and effective – all things that good Service Design should be. Check the railings that the man is holding onto and resting his foot on. It’s located on a little Copenhagen traffic island where cyclists often wait, reports ...

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Planning and Designing Excellent Service

It’s the Me-conomy stupid. And so sums up in just four words the feeling a lot of us have as consumers as yet again we encounter another average service experience with a company we have provided our custom, our dollars and our time, often over many years. In this article we will look at trying to understand why we so ...

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Innovating From the Outside In

In the previous article of the Australian Innovation report (Summer 08), we spoke of customer-centric innovation being the management discipline for the new millennium and provided an inside look into a number of Australian companies that have excelled as a result of taking a customer-centred approach. In this article, we will take a step further and delve into the emerging ...

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