On March 31, 2006, Northumbria University (UK) hosted a half-day colloquium, the International Service Design Conference (ISDN), at The Sage Gateshead, on issues related to designing services. Podcasts and documents for each of the day's presentations and workshops can be downloaded from the ISDN website. It's a great selection, just the thing to whet the appetite for real practical examples, useful for practicing and aspiring experience designers alike. Here's what's waiting for you at the website. (In the posting preceding this one, Paula Thornton reviews the presentation by Tim Brown, CEO of IDEO.)
Delegate Pack - Reduced version (Download PDF, 2.4Mb)
Opening Remarks (MP3, Request by email)
Professor Tony Dickson, Deputy Vice Chancellor,
Northumbria University
Service Innovation through Design Thinking (MP3, 16.9Mb)
Professor Tim Brown, CEO of IDEO US
Inaugural Lecture as visiting professor to Northumbria University, discussing the work of IDEO internationally in creating innovation in businesses and services
[HIGHLY recommended by TE co-author Paula Thornton[
Signposts for the Next Decade (MP3, 12.4Mb)
Dr. Andrea Cooper, Head of Design Knowledge, Design Council
Design's role in addressing global issues in the next ten years
Presentation slides (PDF, 1.2Mb)
Live|Work - Pioneering Service Design (MP3, 4.7Mb)
Chris Downs, Partner, Live|Work
We are what we use - not what we own
Objects of Service - From Subjects to Objects and Back Again (MP3, 14.4Mb)
Prof. Steven Kyffin, Global Head of Design Research, Philips Design
How can design help to creatively understand people, create value across the full business development process and create poignancy to our technological trajectories?
Presentation synopsis (Word document, 32Kb)
Designing Design in a Complex World (MP3, 12.3Mb)
Dr. Bob Young, Associate Dean for Research & Consultancy,
School of Design, Northumbria University
The evolution of service and systems design thinking in academia
Presentation slides (Powerpoint, 11.8Mb)
Better Services, Happier Customers (MP3, 12.6Mb)
Oliver King
Case Studies from the work of The Engine Group
Presentation slides (PDF, 1.1Mb)
Redesigning Public Services (MP3, 22.5Mb)
Jennie Winhall
Case Studies from the work of RED at the Design Council
Designers! Who Do You Think You Are? (MP3, 14.9Mb)
Kamil Michlewski
Inside the design cultures of Ideo, Wolff Olins, Philips & Nissan
Presentation slides (Powerpoint, 280Kb)
Work in Progress - Transport Students (MP3, Request by Email)
Introduced by Rob Leeman
Work in Progress - Design for Industry (MP3, Request by Email)
Introduced by Nick Spencer
Work in Progress - Fashion Marketing (MP3, Request by Email)
Introduced by Janine Munslow
Synthesis - Plenary chaired by Prof. James More (MP3, Request by email)
Review of the event and key questions explored and answered by the floor and the panel
BOB JACOBSON is fascinated by the experience of experience. A planner and technologist, Bob has a Ph.D. in Urban Planning & Design from UCLA. He's been a policy researcher, technology CEO, science writer, and consultant. As a Fulbright Scholar, he studied cellular telephony's impacts on transborder communities in the Nordic Arctic Circle. Bob edited Information Design (MIT Press 2000) and is now writing a book on the theory and practice of creating edifying, transformative experiences.
PAULA THORNTON says, "Understanding human behavior (economics), optimizing interactions (design) and facilitating conversations (markets), are the means to achieve strategic differentiation. This is the focus of our discipline. It is not a 'nice to have'‚ and is not, like documentation once was, an afterthought. It is the means by which to start a strategic discussion and the means by which to drive a tactical initiative. All design should be evidence-based."
