Archive for the ‘Service’ Category

“The design of LUNAR itself is our greatest achievement”

May 31st, 2012

LUNAR COO Gerard Furbershaw and his “unique and expansive expression of design intelligence” received well-deserved recognition earlier this month (more…)

Going solo

April 26th, 2011

Going solo is a term mountaineers use to describe climbing alone. In my presentation at the IDSA event at Long Beach State University, I will be using that term to describe design entrepreneurship. (more…)

Taking out the trash

March 26th, 2009


Alameda County, Calif., has a rather progressive waste management program, with a goal of diverting 75% of our waste from landfill by 2010. This would be a remarkable achievement, and according to this report, we’re currently diverting up to 68% of our waste. A key strategy for the county is bringing about “behavior change” around trash, composting and recycling.

But, Oakland has a classic service design problem to solve. Last week my homeowner’s association tried to be good citizens and swap one of our trash bins for a recycling bin. Instead of being celebrated for our waste reduction, we were greeted by multi-page forms authorizing a “site inspection.” Wait a minute, I was expecting a gold star for helping my community, so what’s with the suspicion and bureaucracy?

In my “mental model,” I’m a good citizen trying to help reduce waste. To the city of Oakland, I’m a potential scammer trying to get out of paying for trash collection by throwing my trash in the street. While enforcement of waste management is certainly important, Oakland needs to clean up their communication and outreach.

As we transition away from the first tier of “getting people to use recycling and green bins” and start seeing actual reduction, Alameda County will need new tools to support the behavior change they are bringing about. At the same time, they can further improve educational tools for us. Because I can never remember, is that milk carton recycling, or compost?

And does it matter?

— Gretchen Anderson

Redesigning the California Academy of Sciences

March 9th, 2009

Connections – March 9, 2009: The world’s great museums have attractions that capture the imagination of visitors. The very best museums also design their experiences to connect with visitors in ways that may not always be readily apparent.

In this episode, Lisa Dunmeyer, project manager with BBI Engineering, talks with Lunar’s Gretchen Anderson and Lisa Leckie about how visitors are connecting with the newly redesigned California Academy of Sciences in San Francisco’s Golden Gate Park.

BBI Engineering of San Francisco served as primary integrator of the audiovisual design within the new Cal Academy.

See photos from a visit Lisa, Gretchen and Lisa made to the Academy on our Flicker photostream.

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What Makes a Great Service?

February 19th, 2009

Connections – Feb. 19, 2009: What makes a great service? How can designers influence the experience customers have with grocery stores, airlines and car rental agencies? Jennifer Bove of Kicker Studio and Ben Fullerton of IDEO talk with Lunar’s Gretchen Anderson about service design.

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