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Ted Matthews




Ted Matthews is an international speaker, trainer, service designer and Phd Fellow at the centre for design research.

The title of the PhD is ‘Sacred Services: The sacred and the ritual as a material in service design’ and investigates through a process of research by design how theory relating to ritual and myth can be operationalized in new service development. Working closely with companies from the service sector, the research has developed and investigated the potential of the approach in telecoms, tourism, and financial services.

in 2015 he took time off his PhD to work with the Norwegian Football Association in the design of the national football game experience. Recently he co-designed Telenor’s Service Design Academy, which he is now delivering across the globe with his colleague Dr Simon Clatworthy.

He has 10 years of experience from practice with projects in service design for public and private sector innovation. He was part of the team that developed the award winning, pan-European process; ‘Future City Game’ which utilized service design thinking and co-design for urban development.


CSI (Centre for Service Innovation)|DOT|Sacred Services

Publications (4)

Conference paper


As we move deeper and into a service economy, differentiation of service offerings occurring through the customer experience is becoming central to the success of service providers. The emerging discipline of service design must find new ways to orchestrate settings for customers that will result in favourable and memorable service experiences allowing for differentiation to take place... Read »

Conference paper

Can insights from the theory relating to ritual be operationalized to contribute to the development of New Service Development tools?

Service design must push its current boundaries of reference to incorporate wider impulses from the social sciences and humanities to allow for higher engagement at a socio-cultural level with service customers. Services are primarily defined by their intangibility and temporal nature where value is co-created during service delivery between customer and service provider... Read »

Posts written by Ted (3)

Designlab for Social Innovation

The Designlab for Social Innovation is a collaboration between Norsk Form and AHO. It aims to professionalise a new field of design for society through practice. It is working with real projects as ways to test new design methods and tools.

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