Clive’s impressive credentials include heading up design at Samsung, Orange, Cisco, setting up Tangerine, and most recently, lecturing at the Royal College of Art.

Interviewed by our one and only Jess Leitch, he shared his views on the role of service design in organisations of the future, a product as a portal to the service, and the importance of customer experience in banking.

Below are some highlights from the conversation.


Service Design @ AL: what it’s like

Service Design is one of our core capabilities at Adaptive Lab. We just do it a bit differently to others. We’re practical, prototype and experiment led. We’re driven by building the service design muscle in the teams we work with. And, our capability is truly end to end, which means we can just as easily work with you to design the service vision and test whether your customers will love it, as we can to build the service or launch it.

Our superstar Service Design squad is working on some cool stuff at the moment: designing and launching a service from scratch in 20 weeks, improving the quality of mortgage advisor conversations with customers, designing the service touchpoints for a new proposition we are building and taking to market. If that sounds like something you’d like to get involved in, say hi!

Don’t miss out on the next Pi People: we promise great speakers, smart conversation, and the best food you’ll find at any after work event. Register to hear more here.

Pi People #7 was part of the Service Design Fringe Festival, which we also had the opportunity to sponsor this year. SDDF community believe that service design is pushing the boundaries of what design means, and creating new roles and contexts for designers to explore. They also believe the service design industry improves the customer experiences we have in our society; by holding a festival they hope to support the potential of the industry to positively affect our experiences.