Andy Polaine

Andy Polaine is an interaction and service design consultant, writer, and educator. He is co-author of the book Service Design: From Insight to Implementation, published by Rosenfeld Media.

Also from this author

Designing for Services Beyond the Screen

You redesign the website for an airline, but who is designing the check-in machines, the CRM systems used by call center staff, the print materials, or the policies the cabin crew must adhere to? Like it or not, these channels are part of the overall user experience. Your website or mobile app might be great on its own, but customers experience services in totality, and base their judgments on how well everything works together. Learn to design beyond the screen. By creating visual and tangible artifacts that can be experienced and tested, you can build a bridge between business and design.