Case Studies and Best Practices in Service Design

with Harold Hambrose

Contending that “everyone is not a designer,” Hambrose will enumerate the reasons why service design as a discpline is owned and driven by designers with specific skill sets. Warning of the faults in strategy that relies too heavily on technology, he will detail the methodologies used to achieve successful service design, addressing how technology should be prudently applied. He will also share examples of groundbreaking service design driven by Electronic Ink designers, and put forth best practices that can be implemented for success in a steadily increasing service-driven economy.

About Harold Hambrose

Harold Hambrose established Electronic Ink in 1990 to introduce Design’s concern for the human experience with form to the technology industry. As a Graphic Design major at Carnegie Mellon University, Harold recognized that the burgeoning software industry focused more on features and functions than on how usable these products were in human hands. As a pioneer in user-centered system development, he contributed to the design of the first public access banking machine for Citibank Corporation, the first computerized patient record for First Data Corporation’s Health Systems Group and the interface for IBM’s OS/2.

For 17 years, his unique approach to the design and build of digital products, with unwavering concern for the user, has led leaders in the health care industry to award landmark projects to Electronic Ink. Harold lectures extensively on design and consideration for the end-user in the creation of business systems, and has spoken at conferences including the Internet World Conference Usability Workshop, London, England; the International Conference on Computer Human Interaction; and IBM Interact.