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You...do...not...mention...[insert...your...favorite...method...here]....Ge rry:..Yeah,..Ive..always..felt..that..it..was..strange..to..see..what..real ly..are..core..competencies,..or..should..be..core..competencies,..outsourc ed...He....did....not....see....fit....to....discuss....the....fact....that ....cars,....planes,....and....freight;....buildings....and....infrastructu re;....heating,....cooling,....and....lighting;....food....and....water;... .hospitals....and....medicines;....and....information....systems....and.... their....attendant....gadgets....all....depend....on....a....continuous.... flow....of....cheap....and....intense....energy.....I...currently...lecture ...and...research...and...lead...the...MA...Design...specialisation...in... Service...Design...at...the...Lucerne...University...of...Applied...Science s...and...Arts...in...Switzerland....Designing...Gerry:....Yeah....I....gue ss....theres....a....on....top....of....that....level....theres....an....ad ditional....level....of....complexity....if....you....look....atYou....ment ioned....the....gov.uk....and....the....prison....visits....thing....so.... youve....got....you....know....the....journey....that....the....prisoner... .has,....the....journey....that....the....family....has....but....youve.... also....got....the....journey....that....the....prison....warden....whos... .organising....the....visit....has....and....the....wardens....services.... who....are....organising....that....persons....role....and....then....any.. ..support....services.....So....its....more....of....a....kind....of....ove rview....but....the....idea....is....that....youre....keeping....anything.. ..you....do,....any....changes....you....make....or....anyone....else....wh o....might....be....coming....in....to....work....on....the....project....a nd....see....where....their....bit....fits....into....the....entire....cont ext.....My...feeling...is...that...things...might...have...matured...a...bi t...and...changed...a...bit....Theres...no...better...way...to...learn...ab out...service...design...than...from...those...who...have...built...it...fr om...the...ground...up....
And...then...so...those...are...the...columns,...if...you...like,...of...th e...grid....Andy:...An...excess,...yeah,...yeah....Thanks...are...due...to. ..my...students,...whose...challenging...questions...and...problems...have. ..helped...clarify...my...own....Andy:..Exactly..so..and..those..turn..up.. later..so..youve..got..these..kind..of..signs..then..that..sort..of..after. .the..fact..saying..No,..dont..do..this...Im...a...UXer...But...I...sort... of...think...the...same...is...possibly...true...of...UX;...that...as...you ...move...up...in...the...scale...of...stuff...youre...working...on,...or.. .the...kind...of...level...of...stuff...youre...working...on...into...more. ..complex...things...its...really...a...multi-disciplinary...activity...tha t...a...team...of...people...do....Many....organizations....are....starting ....to....examine....their....customer....service....offering....and....the ....value....it....can....bring.....Today,....however,....this....standard. ...of....living....has....reached....its....natural....plateau.....This.... problem....is....something....we....will....return....to....frequently....t hroughout....the....book....as....we....look....at....how....to....turn.... this....around,....quite....literally.Many....service....companies....think ....they....are....selling....products.....So....its....a....way....of....k ind....of....connecting,....its....a....really....good....example....of.... how....you....know....re-thinking....the....business....or....calibrating.. ..the....business....slightly....differently....means....it....has....a.... ripple....on....effect....in....terms....of....the....thing....you....might ....create,....the....service.....So...its...interesting...to...me...that.. .youve...got...things...like...Fjord...being...acquired...by...Accenture,.. .who...are...classically...a...management...consultancy....
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