Adaptive Path Blog

I had the fortune of interviewing Mark Jones, who heads up IDEO’s service innovation group. Mark will be speaking at MX East (Oct 21-23, Philadelphia). Read the full interview here. (Don’t forget, when you register for MX East, use the promotional code BLOG for an additional 10% off).

Rachel Hinman [RH]: Welcome, Mark. Tell us a little about the work you are doing over at IDEO.

Mark Jones [MJ]: Thank you, Rachel. I lead the service innovation group at IDEO Chicago and right now there’s a lot of attention on service design and service innovation.

RH: That was something I was curious about: People have been doing [service design] for a long time but it’s getting more attention. Are people coming to you guys and asking for specifically for service design? Or is it something you have to explain?

MJ: People are definitely coming to us. I think that many service companies are finding that their services have been commoditized and are realizing they have to differentiate themselves. Companies are realizing that they actually have to pay attention to what their customers want. Expectations are higher and the competitive landscape is much tighter than it used to be. Companies have to innovate. And so they are coming to us.

Again, read the full interview here.

This entry was posted on Tuesday, September 11th, 2007 at 10:04 am and is filed under Design leaders, Experience design, Experience strategy, MX East, Uncategorized. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

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