I just almost committed one of the great evils of the 21st-century workplace. I almost sent an Evil Escalation e-mail. Imagine you have a hard deadline two days away and you are in desperate need of someone in your proximity to help you. You have previously secured a loose commitment from your counterpart to help …
Author archives: Jacob
Mobility as a service is hard
Using the car industry as a model for creating digital service systems connected to physical products. Digitalization has enabled and is now increasingly forcing, traditionally product-focused industries to shift towards a service-system focus. Digitalization, however, has despite what the increasing number of ads for project management tools leads us to believe. Not made it particularly …
Book Review: Good Services – How to design services that work
A review of the book Good Services by Lou Dorne
Design as a catalyst for innovation
A couple of years ago I was asked to facilitate an innovation workshop for a large tech company. The format and scope were clearly defined from the start, it was to be a half-day workshop. The stated brief for the workshop was to “create fantastic innovation for our product pipeline”. Being a Service Designer by …