Events

May The Force Be With You – Service Design for invisible connections

Friday, August 30, 2013 - 4:00am to 6:00am
Multipurpose room - level 1, RMIT Design Hub Victoria St, corner of Swanston St Melbourne, VIC 3001 Australia
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“You must feel the Force around you. Here, between you, me, the tree, the rock, everywhere!” – Yoda, The Empire Strikes Back.

The innocuous seeming arrows and lines in organisational charts and process diagrams often represent time, context, and connections that are essential to the experiences people have with those organisations. The problem is that arrows and connecting lines are so ubiquitous in diagrams that they seem invisible and are often overlooked.

It is much easier–and human nature—to focus effort on “things” because they represent tangible touchpoints, such as a website, ticket machine, and so on. As a result, many forget to attend to designing the experience of the arrows and lines—the transitions from one touchpoint to the next. They are too important to let just happen. Too important they are.

This talk and discussion explores how thinking about and designing the space and time between touchpoints can help bridge the silos within organisations that prevent engaging and positive service experiences from happening.

After Andy’s talk, a panel discussion follows with Andy and Zaana Howard, Matthew Buckley, Penny Hagen, Yoko Akama

Bio:

Dr. Andy Polaine has been involved in interaction design since the early 90s and was co-founder of the award-winning new media group, Antirom, in London. He was a creative producer at Razorfish, UK and later Interactive Director at Animal Logic, Sydney. Andy was Senior Lecturer and Head of the School of Media Arts at The University of New South Wales, Sydney before moving to Germany and holds a PhD from the University of Technology, Sydney in which he examined the relationship between play and interactivity. He now divides his time between being a Lecturer and Researcher in Service Design at the Lucerne School of Art and Design in Switzerland and his work as a service/interaction design consultant and writer, working with clients such as Telenor, VW Germany and live|work. He has written over 160 articles and papers and co-authored the Rosenfeld Media book, Service Design: From Insight to Implementation. He can be found online at polaine.com and on Twitter as @apolaine.

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