Small companies might not be able to satisfy customer needs

Volvo’s model for service innovation doesn’t include any salespeople, only “owls” (Jonasson, 2014). These “owls” hears well and sees well, but have very small mouths, and don’t speak much. This….

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Customer experience within the UX industry

Customer Experience (CX) is obviously a central concept for the UX industry. But in what way do we actually work with it? And how good are we at delivering a….

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Services are more vague than products

As Nina Löfberg (2015) points out, in a product oriented company it might be difficult to get funding for service development, because the outcome is more uncertain than for new….

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Service logic tries to do it all

Preachers of the service logic perspective often mean that everything is services. Kristensson (2014), for example, says that everything can be viewed as a service. The first foundational premise of….

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Service logic, service design, service thinking, or what?

“Dear child goes by many names”, is a Swedish saying (“Kärt barn har många namn”), meaning that important concepts will have many different names. The professional field of using methodology….

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Resource integration in the UX industry

In this post I will analyze the UX industry from the aspect of resource integration. My starting point is the reasoning of Åkesson (2015) and Koskela-Huotari (2014). Also I will….

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Value co-creation in the UX design industry

How does value co-creation go about in the UX design industry? In this post I would like to discuss this topic, inspired mainly by Grönroos and Voima (2012). As in….

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Do UX designers truly embrace the service logic perspective?

My main problem with the service logic perspective (or service logic thinking, or service-dominant logic or critical service logic, or whatever you would like to call it) is that every….

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Much UX work is not visible

Many people that ask me to help them with their user experience have no idea what it takes to create a good user experience. That’s why they need me. I’m….

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Multiple concurrent service delivery

People working in the UX design industry deliver (at least) two services at the same time, to different clients. As an employee at a consultancy agency it becomes very clear….

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