Posts in

Deep Thoughts

September 14, 2021
How to Handle Life’s Mundane Unpleasantries: Three Tips from Service Design

I have been poking around in the depths of many service delivery operations, developing a sort of service x-ray vision. This vision comes into use for handling life’s mundane unpleasantries like successfully negotiating the bill or fee.

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August 31, 2021
Lessons From the Classroom: Service Design Methods in the Community

Harmonic designers partner with Georgia Tech to teach service design methods to address real-world environmental issues, which helps push our own practice and design pedagogy

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August 17, 2021
Lessons From the 2021 Summer Design Interns

2021 summer interns reflect on what they learned and their Harmonic experience.

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May 10, 2021
Rough Terrains and Seeds of Growth: Three Years of Orchestrating Experiences

Three years on, battle-tested approaches for Orchestrating Experiences and driving change in your organization.

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April 28, 2021
Tales From the Practice: Blueprinting for Project Implementation

In this video, we illustrate the approach taken by Harmonic service designer Jeff Harris, where he explores service blueprinting to create a shared understanding and alignment.

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April 15, 2021
At Harmonic, We're Weaving an Experience Tapestry To Create Value For Everyone

How can we—both design practitioners and product and service providers—be better at understanding concepts and perspectives for going beyond traditional customer-centricity?

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March 24, 2021
A Cure for Bad Collaboration: Designerly Virtues

In my decades of design work, collaborating with a wide variety of people from all kinds of disciplinary backgrounds, I’ve noticed that the attitudes most helpful for doing good design work are often reversals of conventional virtues.

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March 4, 2021
Experience Mesh: A Multi-actor Storytelling Technique in One Single View

Experience Mesh is a simple sense-making technique driven by a storytelling activity that combines multiple actors’ stories in one single view of a service experience.

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February 24, 2021
How To Craft Your Career Story By Design

The game-changing piece of advice I received when I was applying for jobs after grad school was this: know your story, rehearse it, and tell it with intention.

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October 6, 2020
What are the Differences Between Service Design and UX Research?

I often get asked questions about the relationship between service design (SD) research and user experience (UX) research. The answer is very simple, but communicating that simplicity is not easy. This post will attempt the briefest, clearest answer possible.

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