I was recently interviewed by Marc Thomas from Plastik magazine, he came to PDR and interviewed me last week and then published the article online. You can read this here.

I was recently interviewed by Daniela Sangiorgi at Imagination Lancaster for the Service Design Research (SDR) website. Here is a snippet of our conversation; “Service design is a new discipline and has successfully established itself in organisations and industries where service innovation is prevalent; such...

Touchpoint is the international journal of service design, it’s a quarterly publication from the service design network and it’s well worth a read if you want to learn about the subject. The latest issue around ‘Organisational Change’ features an article from Design Wales and  ”How...

I recently attended a launch event in Bristol for a new report by The Institute of Customer Service (ICS). It’s quite a pricey report but it does contain some handy qualitative data related to customer service, a good reference for service designers needing to convince...

Over the past few months we have been working closely with Aggrelek to support them to design and implement a new service offering.  This work has been covered by the SEE project’s June Bulletin, a monthly publication produced by a network of 11 leading European design organisations....

  A few months back I was invited by Wales Business Insider to comment on the state of innovation here in Wales within the manufacturing and creative industries. Well, they have pulled out a few of my quotes in the latest issue (July/August 2011) which...

UK Consumers Willing to Boost Economy by Paying More for Brands with Simpler Experiences and Interactions.   The global brand simplicity index is a report published by Siegel+Gale, a global branding and communications company that highlights the simple fact that customers pay more for brands...

  Manifesto: Design for Innovation in Wales: Industry, Services and Society The world is changing faster than ever. And there are unprecedented crises; economic, social, health and environmental. As a creative and dynamic nation, we have the opportunity to be at the forefront of meeting...

  “Most companies assume they’re giving customers what they want. Usually, they’re kidding themselves. When Bain & Company recently surveyed 362 firms, we found that 80% believe they deliver a “superior experience” to customers. But when we asked customers, they say only 8% are really...