Footnotes

Chapter 2

1  Olaf Gersemann, “Die neue deutsche Arroganz,” Welt am Sonntag, January 9, 2011, www.welt.de/print/wams/wirtschaft/article12055689/Die-neue-deutsche-Arroganz.html.

2  “Why Rolls-Royce Is One British Manufacturer Flying High in a Downturn,” Design Council Magazine 6 (Summer 2009): 46–47, www.designcouncil.org.uk/Case-studies/DCM-case-studies/rolls-royce/; and Irene C. L. Ng, Glenn Parry, Laura A. Smith, Roger Maull, and Gerard Briscoe, “Transitioning from a Goods-Dominant to a Service-Dominant Logic: Visualising the Value Proposition of Rolls-Royce,” Journal of Service Management 3, forthcoming. Interim location: WMG Service Systems Research Group Working Paper Series, #05/12, ISSN 2049-4297.

Chapter 3

1  See Luke Wroblewski’s excellent book, Web Form Design, for an insightful analysis of forms as conversations: www.rosenfeldmedia.com/books/webforms/.

2  See www.copenhagenize.com, and City of Copenhagen, “Copenhagen—The City of Cyclists,” www.kk.dk/sitecore/content/Subsites/CityOfCopenhagen/SubsiteFrontpage/LivingInCopenhagen/CityAndTraffic/CityOfCyclists.aspx.

3  This alignment of employee and customer satisfaction is known as the “satisfaction mirror”; see J. L. Heskett, W. E. Sasser, and L. A. Schlesinger, The Service Profit Chain, 1st ed. (New York: Free Press, 1997).

Chapter 4

1  See Angus Jenkinson, “Austerity Marketing and Fat Insights,” July 25, 2008, www.stepping-stones.org/Blog/?p=3.

2  Ben Scales, “Creative Elevation,” Association for Qualitative Research, 2008, www.aqr.org.uk/inbrief/document.shtml?doc=ben.scales.14-01-2008.elevation.

3  See Kay Tisdall, John Davis, and Michael Gallagher, Researching with Children and Young People: Research Design, Methods and Analysis (London: Sage Publications, 2009) for a good reference guide in this area.

4  Indi Young, Mental Models: Aligning Design Strategy with Human Behavior (New York: Rosenfeld Media, 2008), www.rosenfeldmedia.com/books/mental-models/.

5  To simulate aging, MIT’s AgeLab developed a complex suit called AGNES (Age Gain Now Empathy System); see http://agelab.mit.edu/agnes-age-gain-now-empathy-system.

6  David McQuillen told a great story about the power of his team’s “immersion” approach in his presentation at euroGel 2006, when he was Director of Customer Experience at Credit Suisse. The video is available at http://vimeo.com/3720227.

7  See Bill Gaver, Tony Dunne, and Elena Pacenti, “Design: Cultural Probes,” interactions 6, no. 1 (1999): 21–29.

8  An excellent treatise on the subject is Jon Kolko’s Exposing the Magic of Design: A Practitioner’s Guide to the Methods and Theory of Synthesis (New York: Oxford University Press, 2011).

Chapter 5

1  See the work of Manuel Castells for a detailed account of these social changes; for example, The Rise of the Network Society, vol. 1, The Information Age: Economy, Society and Culture, 2nd ed. (Malden, MA: Blackwell, 2000).

2  G. Lynn Shostack, “How to Design a Service,” European Journal of Marketing 16, no. 1 (1982): 49–63; and “Designing Services That Deliver,” Harvard Business Review 62, no. 1 (1984): 133–39.

3  Andy Polaine, “Blueprint+: Developing a Tool for Service Design,” Service Design Network conference, October 27, 2009, Madeira, www.slideshare.net/apolaine/blueprint-developing-a-tool-for-service-design.

4  Simon Clatworthy from the Oslo School of Architecture has developed a set of cards, each with a different type of touchpoint printed on it. They are useful for reminding yourself of the many possible touchpoints in a service, and you can even use the cards to stimulate brainstorming activities for services. They are available for free if you contact him through his website. Details are on the “Touch-point Cards Now Available” page at www.service-innovation.org/?p=577.

Chapter 6

1  For more, see Giles Andrews’s IPA talk at https://vimeo.com/4843653.

2  Zopa stands for “Zone of Possible Agreement”—the overlap between what a person is willing to sell for and another is willing to pay.

3  As of late 2012, the figure is now more than £230 million lent. Giles Andrews, personal communication, February 13, 2012.

4  The two Giles Andrews quotes in this paragraph are from his IPA talk; see https://vimeo.com/4843653.

5  Thanks to Anders Kjeseth Valdersnes for this tip.

Chapter 7

1  NHS Institute for Innovation and Improvement, “The EBD Approach,” www.institute.nhs.uk/quality_and_value/introduction/experience_based_design.html.

2  In Luke Wroblewski’s Web Form Design ( www.rosenfeldmedia.com/books/webforms/), Jared Spool gives an astounding account of a single button on a website that made a $300 million difference to one online retailer’s sales.

3  The theory behind the gap between expectation and experience is outlined in more detail in Valarie Zeithaml, A. Parasuraman, and Leonard L. Berry, Delivering Quality Service: Balancing Customer Perceptions and Expectations (New York: Free Press, 1990).

Chapter 8

1  John Seddon, Freedom from Command and Control: A Better Way to Make the Work Work (Buckingham, UK: Vanguard Consulting Ltd, 2003).

2  W. Edwards Deming, The New Economics for Industry, Government, Education, 2nd ed. (Cambridge, MA: MIT Press, 2000).

3  James P. Womack and Daniel T. Jones, “Lean Consumption,” Harvard Business Review, March 2005, http://hbr.org/2005/03/lean-consumption/ar/1.

4  The term “boundary objects” comes from sociologists studying science; see S. L. Star and J. R. Griesemer, “Institutional Ecology, ‘Translations’ and Boundary Objects: Amateurs and Professionals in Berkeley’s Museum of Vertebrate Zoology, 1907–39,” Social Studies of Science 19 (1989): 387–420.

5  Megan Burns, with Harley Manning and Jennifer Peterson, “Model the ROI of Customer Experience Improvement Projects: A How-To Guide,” Forrester Research report, August 12, 2011, www.forrester.com/rb/research/model_roi_of_customer_experience_improvement_projects/q/id/59070/t/2.

6  See Valarie A. Zeithaml, A. Parasuraman, and Leonard L. Berry, “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality,” Journal of Retailing 64 (1988): 12–49; or their book Delivering Quality Service: Balancing Customer Perceptions and Expectations (New York: Free Press, 1990).

7  John Elkington, Cannibals with Forks: The Triple Bottom Line of 21st Century Business (Oxford, UK: Capstone Publishing, 1997).

Chapter 9

1  Mark W. Johnson, Clayton M. Christensen, and Henning Kagermann, “Reinventing Your Business Model,” Harvard Business Review, December 2008, www.hbr.org/2008/12/reinventing-your-business-model/ar/1.

2  Donella H. Meadows, Dennis L. Meadows, Jørgen Randers, and William W. Behrens III, The Limits to Growth (New York: Universe Books, 1972). The Club of Rome has published a “30-Year Update” of the book; see http://clubofrome.at/archive/limits.html.

3  For an excellent resource of examples, see www.collaborativeconsumption.com/the-movement/snapshot-of-examples.php, the companion website for Rachel Botsman and Roo Rogers, What’s Mine Is Yours: The Rise of Collaborative Consumption (New York: HarperBusiness, 2010).

4  For those readers not familiar with William Beveridge, see Wikipedia’s entry about him: http://en.wikipedia.org/wiki/William_Beveridge.

5  Centers for Disease Control and Prevention, “Chronic Disease Prevention and Health Promotion,” www.cdc.gov/chronicdisease/overview/index.htm; and Chronic Disease Indicators database, http://apps.nccd.cdc.gov/cdi/.

6  Sir Ken Robinson has written and spoken extensively about this topic (see http://sirkenrobinson.com/skr/) as has Seth Godin (see www.squidoo.com/stop-stealing-dreams).

7  Jon Kolko’s Wicked Problems: Problems Worth Solving is a good resource for designing for “wicked problems.” It is available to read online for free at www.wickedproblems.com.

8  C. K. Prahalad, The Fortune at the Bottom of the Pyramid: Eradicating Poverty Through Profits, rev. 5th ed. (Upper Saddle River, NJ: Wharton School Publishing, 2010).