“As we venture into the uncharted waters of ubiquitous service design, we have a tremendous opportunity and responsibility to make sense by making maps, not just for users but also for our colleagues, our clients, and ourselves.”
— Peter Morville in his excellent article on Ubiquitous Service Design. The article sums up exactly where my head is at - and it absolutely describes what I want to be doing in the near future although I’ve been calling it Augmented Service Design.
