Approach

Today, I often use three simple principles that define how I approach a design project.

Mini Service Design

Mini Service Design is the idea that we don't always need to solve complex problems with big solutions. Sometimes something as stupid as a checklist can make you save 2 million dollars and save lives. Back in 2015 I wrote a tiny manifesto that was later published in the Service Design Gazette.

Read the manifesto

Service Rollercoaster

Many Service Designers try to create an experience which is as smooth as possible. They believe we should take out all frustrations and pain points. But there is plenty of research and case studies that show that having ups and downs in a service is better for the user. With my good friend Romain Pittet we showed how stories and services both need problems to be interesting.

Read the related article

Behavioral Science

Behavioral psychology, and especially behavioral economics show how people are consistently irrational. These irrational ways of thinking are called cognitive biases. We can use these biases to help people take better decision for themselves.

See a video about a bias

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