Shedroff is a serial entrepreneur who researches, speaks, and teaches internationally about meaning, strategic innovation, and science fiction interfaces. His many books include: Experience Design 1.1, Making Meaning, Design Is the Problem, Design Strategy in Action, and the new Make It So. He holds an MBA in sustainable management from Presidio Graduate School and a BS in industrial design from Art Center College of Design. He worked with Richard Saul Wurman at The Understanding Business and later co-founded vivid studios, a pioneering company in interactive media and one of the first web services firms on the planet. Shedroff is also on the board of directors for Teague and the AIGA.
Version of Record online: 9 OCT 2013
© 2013 The Design Management Institute
Design Management Review
Volume 24, Issue 3, pages 4–9, Fall 2013
How to Cite
Shedroff, N., Polaine, A., Løvlie, L. and Leichter, F. (2013), Q&A. Design Management Review, 24: 4–9. doi: 10.1111/drev.10244
Prior to this, Leichter was the senior vice president of user interface design for Fidelity. He established design as a unique discipline at Fidelity and built a team of more than 100 associates who are responsible for the information architecture, visual design, and usability testing for all of Fidelity's customer-facing interfaces, web, software and wireless. Leichter has been with Fidelity for 22 years. He holds a BA in mathematics from Swarthmore College and has done graduate work in computer science at Columbia University. He sits on the Massachusetts College of Art and Design foundation board and is on the leadership committee for the Design Industry Group of Massachusetts (DIGMA).
- Issue online: 9 OCT 2013
- Version of Record online: 9 OCT 2013
Service design is interaction design, says this serial entrepreneur and former colleague of Richard Saul Wurman.
These colleagues and coauthors (an excerpt from their book, Service Design: From Insight to Implementation, appears on page 48) were eloquent about technology, education, and designers who have more empathy for their clients' customers than for their clients.
Fidelity's chief customer experience officer talks about the challenges and opportunities facing today's financial services industries.