- Clatworthy, Simon|S, Kurtmollaiev|A, Fjuk|E, Pedersen|K, Kvale
Simon is professor of interaction design at AHO and is responsible for the area of Service Design at the school.
Simon started working with interaction design using participatory design methods for the design of control rooms in 1983. Since then his work has swung between research and professional consultancy. He built and led a successful multidisciplinary team at Telenor that developed future business concepts for mobile services and interactive TV. He has led a large Nordic ICT consultancy, run his own company and been in a dot.com start-up.
His research interests stem from his MBA in Design Management, and have very much focussed upon the role of design at the strategic and tactical levels of an organisation. His focus during the past years has been upon enabling organisations to create value from incorporating design into the innovation process. More recently he has started to focus upon how organisations should change such that they can better develop and support the delivery of memorable customer experiences. This bridges multiple disciplines from marketing, organisational design, change management and service design.
Simon is responsible for AHOs participation in the Centre for Service Innovation (CSI) and leads one of the major themes; Brand and Customer Experience.
AT-ONE|Brand Innovation in Service Design|Centre for Connected Care (C3)|CSI (Centre for Service Innovation)|DOT|Exploring Service Design And The Third Generation Experience Economy|Sacred Services|Service Design in Tourism|Service design tools for co-creation|Service Desirability|Strategic design of affordances and metaphors in tangible tools for co-creation
This book adopts a multidisciplinary approach to innovation, and argues that because innovation is always risky business, trust is an essential premise and outcome of successfully designing, developing and finally launching innovations. Each part of the book encompasses a different aspect of innovating for trust... Read »
This paper contributes to the current conceptualisation of service as a design material from three different perspectives. We use: a) definitions of the term material, b) the connection to service logic and c) the techniques that service designers use, to discuss ways to understand service from a design perspective... Read »
A report exploring the possibility of developing KPI’s for Service Design in an organisation. Based upon a workshop carried out together with a major telecommunications provider, and summarising aspects of design thinking (and service design) a few suggestions for KPI’s are suggested. Further, key aspects of service design thinking are identified... Read »
Change by Design: Transforming organisational mindsets through Service Design thinking “Everything I have learnt during the last 20 years has been thrown up in the air, and landed up-side down – in a good way”. This quote is from a manager who participated in Service Design Academy, a transformation programme in Telenor; one of the world’s largest mobile operators... Read »
The increasing attention to the design for customer experience has led to the development of a new field of design: Service Design. This field is in rapid growth, and is now established as both a domain of practice and of design research. The design discipline has, as central to its approach, developed a focus upon forming and transforming materials... Read »
This paper presents explorative work investigating how tangible objects can assist the understanding and discussion of the strategic implications of future scenarios. The paper draws upon theory and practice from co-design; particularly from the area of collaborative workshops using gaming; objects and tangible tools... Read »
Purpose – This paper aims to describe the development and evaluation of a process model to transform brand strategy into service experiences during the front end of new service development (NSD). This is an important yet poorly understood transformation that occurs early in service development projects... Read »
This paper reviews one of the central areas of service design, the area of touch-point innovation. Specifically, it describes the development and use of a card-based toolkit developed in the AT-ONE project – the AT-ONE touch-point cards. These cards have been developed to assist cross-functional teams during the first phases of the New Service Development (NSD) process... Read »
In this paper we review the area of touch-point innovation in services and specifically describe the development and use of a card-based toolkit developed in the AT-ONE project – the AT-ONE touch-point cards. These cards have been developed to assist cross functional teams during the first phases of the new service development (NSD) process... Read »
This paper describes work in progress for the development of a structured process that helps cross functional development teams to bridge the gap between a company’s brand strategy and experiences for customers. The process is aimed to assist and structure the very early stages of the service development process, the fuzzy front end... Read »
This book adopts a multidisciplinary approach to innovation, and argues that because innovation is always risky business, trust is an essential premise and outcome of successfully designing, developing and finally launching innovations. Each part of the book encompasses a different aspect of innovating for trust. It begins with the notion of trust, before covering the importance of trust in future thinking, business model innovation, service design, co-creation, the innovative organization and self-service technologies. It concludes with the importance of trust in commercializing innovations.