making service sense

Berlin Beckons

The  Service Design Network Conference Agenda was released this week. I went along to their first event in Amsterdam, November 2008, I couldn't afford a ticket on my student budget so I asked my university to buy me a ticket instead of paying me for the teaching I was doing at the time. Like many others I decided not to go to the event in 2009 primarily because its location, but it did spark a huge debate amongst the community about what the next conference should be!

So, here we are in 2010 with the "next conference "only months away! I'm feeling pretty proud of myself because I have been invited to be a keynote speaker on the second day and my partner in crime, Sarah is lecturing on the first day. I am also initiating a design challenge around Making Service Sense. A hat trick for the Snook team !

I can't wait to meet new people and put many faces to twitter names! This opportunity has really got me thinking, I want to make an impact. I re-read the post I wrote about the event in 2008 and the journey I have been on since then has been pretty incredible.

I can't wait to share it with you.


For the past twelve months I have been studying  a Masters of Design; an experimental space which as allowed me to explore and direct my future position as a practicing service designer. I would like to introduce you all to Making Service Sense:


What’s this about?

Making Service Sense attempts to communicate to students what people sometimes think and talk about when it come to Service Design.

"Service Design" - what is it?

Well a service is an intangible product we experience over time in different ways. Service Design is designing and arranging the interaction between service provider and the end user. Make Sense? Didn't think so...

What’s up with the title?

The title is about making sense of complicated stuff – that simple feeling of suddenly understanding. Right now, between blogs, websites and networks the time students can devote to navigating their way around the hectic Service Design landscape has dwindled.

But what's the idea ?

A service made up of people, conversations, a website and the book 'Making Service Sense'. It feels a little like climbing Everest in stilettos: at times exciting, sometimes laborious, always tough —and in the process, you might ruin a good pair of shoes.

What’s the website for?

The website is a way to continue things I started and couldn’t finish, as well as a platform to engage in new questions. It’s also a place to start new Service Design explorations and conversations amongst students and designers.

I would like to invite you all to be part of my exhibition evening through twitter - using the hash tag #makingservicesense. Picture 5

I am looking forward to seeing Sarah, Dawnne, David, Richie and Kate at the show...@tessybritton @cassierobinson @dominiccampbell @designthinkers @iterations @fergusbisset are joining in via twitter.

When visitors to my show ask me questions about service design and the industry - I am going to ask those who know best! and then physically re-create the answers in my space.


Tweet me if you would like to be part of #makingservicesense this Friday!

much more to follow.... :)