Services, like products that contain technology, offer a challenge and opportunity for design. They used to be facilitated by people, but now they are often enabled by technology, meaning that the human/technology interactions need to be designed.
a. Takeshi Natsuno
Takeshi Natsuno, Managing Director in charge of strategy for the i-mode cell phone service from DoCoMo in Japan, explains the phenomenal success of his venture. i-mode gained 33 million subscribers in Japan during the first three years of operation, combining phone services with internet access.
b. Chris Downs, Lavrans Løvlie and Ben Reason
Chris Downs, Lavrans Løvlie and Ben Reason are founders of the London-based service design consultancy Live|Work. They explain their philosophy and process for designing services, describing service ecologies. These consist of tangible touch-points that make up the total experience of using the service.
7 The Internet
a. Professor Terry Winograd
Professor Terry Winograd teaches computer science at Stanford. He was advisor to Larry Page when Larry and Sergey Brin were developing their first prototypes, before they founded Google. He gives an overview of the development of the Internet, and explains the reasons behind the extraordinary success that Google has enjoyed.
They were engagingly modest about their designs, but it was already obvious that they had successfully resisted the dot-com madness and had created a search engine that would change the world.
1. Focus on the user & all else will follow
a. The interface is clear & simple
b. Pages load instantly
c. Placement in search results is never sold to anyone
d. Advertising on the site must offer relevant content & not be a
2. It’s best to do one thing really, really well
3. Fast is better than slow