Ben is a co-founder of live|work and over the past eight years has directed his passion for social impact projects into delivering successful change for the public sector. Ben graduated from Liverpool John Moores University in 1994 with a bachelor’s degree in fine arts, following this in 2000 with a master’s in responsibility and business practice from the University of Bath. He has a background in design and innovation in network enabled services with Razorfish and Oyster Partners, working with Orange, Vodafone, Nokia, Sony, Experian, and Oracle.
Ben has provided strategic guidance and project delivery management on a range of high-profile public sector projects for organizations such as the National Health Service Innovation Institute, The Design Council, the BBC, the Home Office, Vodafone, Experian, and the Royal Society for the encouragement of Arts, Manufactures and Commerce. He has written articles for the NHS’s In Viewmagazine and has been featured in the International Herald Tribune. In 2009 he was voted one of the top 20 most influential designers in IKON magazine. His academic connections include SAID Business School Oxford, Cranfield Business School, Interaction Design Institute Ivrea, Köln Institute of Design, and Royal College of Art.
Experience and service design are trending. The tangible benefits that they bring to business are leading many firms and public bodies to making customer experience a priority. However, experience can mean many things, and the range of disciplines offering to help improve customer experience is growing. From CX (customer experience) to UX (user experience) plus SD (service design) – there are a number of ways to design, measure and improve experience.
Experience is important for challenges ranging from a detailed adjustment of a specific part of a service to a radical overhaul of the entire offering. Different models and approaches are required to address these disparate challenges and not get lost in confusion.
This workshop will introduce our Human, Consumer, Customer, User model and apply it to some live cases to give first hand experience of how to tackle the experience challenge.
1. Why experience is complicated
2. Different modes of experience
3. How to use modes in research and design
4. Practical exercises applied to a case study