“I’ve always been obsessed by things making sense, and that means things like services, spaces, products, rules being the way they are for a reason. The trouble is that too often they’re not and too often we accept this.
When people ask me about service design and service usability, it’s not until I ask them if they’re completely happy with the service they receive from their bank, utility, local authority, telco or whatever that they start to realize bad many of them are. Although we live in a service economy too little attention is given to how those services get delivered.
I trained as an Architect and when a space is designed as opposed to just built, it works much better, is more enjoyable and stands the test of time. Just think of the newly refurbished (and original) St Pancras station compared to the 1960s addition to Kings Cross next door. Services need to be designed to the same level of consideration, and doing so would reduce the breathtaking amount of money that badly designed services cost this country each year.”
Daniel is Director of Service Usability at live|work as well as a service design and innovation consultant. He has more that 10 years experience in interactive media and branding in the UK, and his areas of expertise have focused on brand user experience, web usability and service design. Before setting up Service Usability at Livework Daniel worked for a number of agencies such as Wolff Olins, The Ingram Partnership, Media Projects International, and First Information Group.
Daniel studied Architecture (RIBA II) at the Architectural Association and the University of Westminster, as well as Communication in Computing (MA) at Middlesex University.
Abbey, AOL, BBC, Boots, BBVA, BT, Cabinet Office, Design Council, DTi, DoH, Experian, Halle Orchestra, Hutchison 3G, Macmillan, NHS ,Norwich Union, ONE North East Orange France Telecom, Redevelopment Agency, Tesco, Thinkbox ITV, Reuters, Streetcar, and Unilever.
Daniel is a past lecturer at NMK, University of Westminster and the Surrey Institute of Art and Design, and is a regular speaker at events and contributor to publications about brand experience, usability and service interaction.
Daniel was a guest speaker at the first ever Service Design Conference at the Carnegie Mellon University last year and is a member of the Usability Professionals’ Association and the Market Research Society.