The Business Value of Design

Measuring the impact of User Centred Design (UCD) and Design in general has been for a long time a hot topic in our community. When I started doing UCD in the early 2000s our discipline was still in its infancy. Most of the investments in digital were about marketing or branding. There were only a few digital products that we could consider mature. We often had to go and justify the investment on an end-to-end design process that would take into account users’ needs and goals, rapidly iterate design solution and learn from the insights gained. My clients would often …

What is Service Design?

In our field, we often tend to hear the phrase Service Design. Service Design is basically applying holistic user-centred design methods and processes to on- and off-line services. The Design Council has put together a good introduction to the field. “A service is something that I use but do not own […] Service design is therefore the shaping of service experiences so that they really work for people. Removing the lumps and bumps that make them frustrating, and then adding some magic to make them compelling.” In my personal experience, Service Design is often triggered by the opportunity of providing …

Aviation, Human Factors, Automation and Modes

As a design community, we tend to forget how User Centred Design is not only employed in building customer-facing experiences. UCD and Human Factors are also used to design plane cockpits, submarine and nuclear power plant C&C rooms. The latest episode of 99pi does a great job of explaining why designing for automation can mean the difference between life and death. Human Factors have a long history in Aviation. The first Human Factor studies were carried out during WWII, and focused on incidents related to human error and such. With the advent of automation, one of the key roles of Human Factors has …

We Don’t Need More Designers Who Can Code

A great excerpt from the Article “We Don’t Need More Designers Who Can Code“, by Jesse Weaver “Saying designers should code creates a sense that we should all be pushing commits to production environments. Or that design teams and development teams are somehow destined to merge into one team of superhuman, full-stack internet monsters. Let’s get real here. Design and development (both front end and back end) are highly specialized professions. Each takes years and countless hours to master. To expect that someone is going to become an expert in more than one is foolhardy. Here’s what we really need: …