Erin Peace

I communicate insights to help teams empathise with their customers.

Erin Peace
30 May 2018

⭐️ We’ve expanded our capabilities by bringing on some stellar new talent in the past few months, and we want to show them off! ⭐️   Our newest hire, Tsukasa Tanimoto, joined us as a Service & Business Designer this month, and we’re already setting him up to work (in true unicorn fashion) on all parts of the design process — from design research to insights synthesis, concept ideation to iteration and user testing.   Mark Cox joined us as a UX Researcher this spring and he’s been an incredible asset to one of our big mobile payments initiatives! With his background in…

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Erin Peace
26 February 2018

Service designers are often asked if their roles are visionary or practical, broad or technical. Should the service designer simply be a charismatic advocate of the “users-first” mantra, or should he be an experienced researcher with the ability to turn analysis into high-fidelity outcomes? The answer to this question is simply “yes”. While the definition of service design has yet to fully coalesce, one word that comes up in nearly every definition is “holistic”. Service design is concerned with end-to-end journeys; it takes a step back to view the forest. But it also sees every single leaf on every single…

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Erin Peace
1 February 2018

We recently welcomed a small group of second-year product design students from the Glasgow School of Art to view our studios and hear about what it’s like to work at Spotless. After a brief warm-up activity and introductions, our Service Designer (and GSA alum!) Hannah Steele led the conversation about our work and methods over breakfast. We highlighted a few of our key case studies and explained how we live up to our mission – to empower people to deliver innovation that matters – by working with a flexible, iterative design process driven by rigorous research. The product design course…

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Erin Peace
22 December 2017

“Hello sir, can I talk to you for a few minutes about mortgages?” I pleaded with passersby. A few shook their heads, but most fully ignored me. I did receive a few grunts and “Never agains”, but no one wanted to take more than a few seconds to actually talk about the stressful subject of mortgages, which I was researching for an upcoming design pitch. This was an insight in itself, and I used it to reframe the question. “Hello, sir, do you own a home?” I asked the next traveller passing through King’s Cross Station in London. “Would you…

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Erin Peace
7 November 2017

In most disciplines, you have to know the rules to break the rules. In service design, the rule is to break the rules. Service designers are encouraged to draw on experience to determine what method is most appropriate in any given scenario. Prototyping, for example, generally works well for touchpoint-heavy services, while contextual interviews are better suited to services that people interact with in a specific location. But there is no one method that works for every situation, every time. In order to make space for truly compelling insights, a good service designer understands how to select methods with an…

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