Writing & Speaking
Published opinion writing and peer-reviewed research on emerging methodologies and topics in service design; public speaking appearances and media interviews.
Writing
2024
AI and Risk Management: The Critical Role of Service Designers
(with Carman & Fragnière), SDN Touchpoint, 15:1
2020
Confusion between Artificial Intelligence and digitisation at work: Ignorance or blind trust?
(with Dubosson, Fragnière & Rochat), European Review of Service Economics and Management, No. 9 •  Peer-reviewed
2016
Using Service Design to Build More Inclusive Cities
(with Staszowski), SDN Service Design Impact Report: Public Sector
2013
Proposal of a Methodology to Integrate the Human Factor in the Service Blueprint
(with Barbieri, Fragnière & Zambrano), Journal of Advanced Management Science 1:2 •  Peer-reviewed
2012
Performing Service Design Experiments Using Ethnomethodology & Theatre-Based Reenactment
(with Fragnière & Nanchen), Service Science 4:2 •  Peer-reviewed
2012
Directing Design: Using Theatre to Capture the Human Element in Service
(with Fragnière), SDN Touchpoint 4:2
Speaking & Media
2020
Marshall Sitten on why services are an important glue that holds society together
Greater Than Podcast • Interview
2015
SERVICE DESIGN: A PRIMER
How midmarket service companies can deliver more value to clients and themselves
Wall Street Journal Appetite for Disruption blog • Interview
Currently exploring what's next. Always glad to talk about service design, inclusive design, or what it takes to make a large institution genuinely curious about its customers.