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.
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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."
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1. gerard on October 23, 2006 6:35 PM writes...
i understand the impact of design on artifacts , interface, kiosks -- but how can design impact intangible services? How can we use design to develop breakthrough services?
[REPLY FROM BOB JACOBSON: Gerard, read my review of Dan Saffer's new book, Design for Interaction. One of his chapters provides a succinct description of service design. Or visit Dan's blog, O Danny Blog, which also deals with these issues.]
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