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Marketing Through Valuable Experiences

Sep. 27, 2017 by Kerry Bodine

Marketing Through Valuable Experiences

I first read Gilmore & Pine’s The Experience Is the Marketing on a cross-country flight sometime around the year 2007. Their article was already several years old at that point, but their ideas made me want to jump out of my seat with joyful cheers: “To be clear, we’re not talking about ‘experiential marketing’ — (Read More...)

In Between Design Thinking And Design Doing

Jun. 22, 2017 by Kerry Bodine

In Between Design Thinking And Design Doing

A few years ago, one of my best friends bought me a poster. It arrived in a large envelope, folded up into quarters. As I pulled it out, I could see that one side was blank white and, as my fingertips soon discovered, the other side was covered in a thick carbon film. It was impossible to remove (Read More...)

Customer Experience & Service Design: Let’s Be BFFs

Jun. 12, 2017 by Kerry Bodine

Customer Experience & Service Design: Let’s Be BFFs

For the better part of a decade, I’ve had courtside seats to the evolution of two interrelated disciplines: customer experience and service design. From my vantage point as a both a designer and industry analyst, I’ve seen the potential for these fields to complement, learn, and benefit from each other. A Natural Partnership The two (Read More...)

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Call for Entries! Service Design Award 2017

Jun. 7, 2017 by Kerry Bodine

Call for Entries! Service Design Award 2017

For the past two years, I’ve participated as a member of the jury for the Service Design Award, presented by the Service Design Network. In this role, I’ve gotten to review inspiring design work from around the globe. This year, I’m honored to serve as the head of the jury. Here’s a bit more about (Read More...)

Want To Sell Service Design? Get A Trojan Horse

Mar. 8, 2017 by Kerry Bodine

Want To Sell Service Design? Get A Trojan Horse

I’ve been a fan of service design since my introduction to it in grad school —and an active champion of the discipline since my initial involvement with the Service Design Network back in 2010. In fact, I’ve spent a significant amount effort over the past five years helping companies understand what service design is and (Read More...)

Long Live The Service Design Agency

Oct. 12, 2016 by Kerry Bodine

Long Live The Service Design Agency

For decades, designers have lamented that the business world didn’t understand or respect design. We howled didn’t have “a seat at the table.” We wondered when—or if—the tide would turn. We needn’t wonder any longer. Business-focused media outlets like Business Week, Forbes, Harvard Business Review, and even The Wall Street Journal regularly publish articles about (Read More...)

Humanizing Healthcare Through Hands, Heads, and Hearts

Feb. 5, 2015 by Kerry Bodine

Humanizing Healthcare Through Hands, Heads, and Hearts

The following should not be news to you, but it’s sometimes easy to forget: Patients aren’t just lines in a spreadsheet, records in a CRM system, or the list of ailments in their medical records. They are people. And while lots of healthcare companies are talking about “humanizing the healthcare experience,” I get the feeling that (Read More...)

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