About:

Eric Reiss has been meddling with service- and product-design projects for longer than he cares to remember. He held a wide range of eclectic jobs including: piano player (in a house of ill-repute), senior copywriter (in an ad-house of ill-repute), player-piano repairman, jukebox restorer, pool hustler, school-bus driver, cartoonist, magician, adventure-game creator, starving student (Washington University in St. Louis) showboat actor (Goldenrod Showboat), and stage director (Danish Royal Theatre). The breadth and depth of his experience have served him admirably as an information architect, although he is generally unable to explain exactly how.

In other past lives, Eric has been a two-term president of the Information Architecture Institute, a professor of Usability and Design at IE Business School in Madrid, Spain, and a leading collector of late 20th century parking tickets.

Today, Eric is CEO of the FatDUX Group in Copenhagen, Denmark, an international user-experience design company with offices and associates in over a dozen cities worldwide. He also has several books to his credit, including the best-selling Usable Usability (John Wiley, 2012), which is actually a user-experience book in disguise.

Read more about the workshop: The Elements of Service Design

Agenda:

Presentation / April 6, 2014
Your mother is an information architect

Information architecture – the science of defining internal relationships between physical or informational “objects”, is one of the linchpins of user-experience design. Yet more and more, people assume that the information architect must be a highly trained professional, preferably with a background in information- or library-science. It is time to kill off this myth. Your mother is an information architect. So is the man at the fruit stand. And your local bartender. We all practice information architecture, but most of us don’t think of it as such. Perhaps we should…

Workshop / April 7, 2014
The elements of Service Design

Service design combines key elements from user-experience design, interaction design, and quality management to create long-term value. In this full-day workshop, you’ll discover the basic elements of each of these disciplines and how they work together to raise customer satisfaction, increase conversions, and enhance each event along the customer journey. This is a true workshop and our day together will be marked by many hands-on exercises.