Brett Leber

'I don't exactly know what I mean by that, but I mean it.' Design Research / Service Design @angi_home. Formerly @UPMCHealthPlan @MAYA_Design @BCG.

[Brett Leber @brettleber]

@johannesma Sounds amazing! I try to make up for missing them by going to every YOB show I possibly can. (Not quite the same, but the heavy slowness is a thing to behold.) Saw SUNN O))) once at Carnegie Library in Homestead — a little too slow for me.

[Brett Leber @brettleber]

Did people who attended Harvey Milk shows in the 90s/00s stand still or lose their minds? I hope they lost their minds.

[Brett Leber @brettleber]

Glad to hear Pittsburgh bike share is prioritizing equity, integrating e-assist, and ending nextbike partnership (poor service experience). Looking forward to vendor announcement next year ⁦@healthyridepgh⁩ https://t.co/OabirmLPY6

[Brett Leber @brettleber]

Hope the Build Back Better bill that finally passes has a chunk set aside to fund the service and communication design(ers) needed to deliver new services and comms to busy citizens. https://t.co/nwSResMqY0

[Brett Leber @brettleber]

For a so-painful-it’s-comical service experience, drive through a bunch of EZPass toll checkpoints in multiple states with a deactivated transponder, then try to convince separate state agencies that you thought your account was active and so shouldn’t pay 10x the tolls.

[Brett Leber @brettleber]

As Joe Manchin uses a broken government system to hold our country hostage, these family ties are just the icing on the cake. “The Manchins are truly the worst family in America.” https://t.co/6BF1XbISoq

[Brett Leber @brettleber]

@NNgroup I think there is an important typo in the following: "there is absolutely no uncertainty in a quantitative study — any error identified is a legit problem that needs to be fixed." Shouldn't that be "qualitative"? Great article overall.

[Brett Leber @brettleber]

Appreciate the ecosystem lens the City is taking to trialing sustainable transportation options with @WeMovePGH

[Ryan Deto @RyanDeto]

And here is more about new Pittsburgh scooters, and a new mobility pilot program launched today. Mayor Bill Peduto says it is the first of its kind among U.S. cities. https://t.co/mZvIsniQuA

[Brett Leber @brettleber]

Never thought I’d be scanning this diagram of the Scaled Agile Framework (SAFe) for the word “design”, and yet here I am.

[Brett Leber @brettleber]

5Es is perhaps what you use when you're not very familiar with the domain, context, or people. It's always a bad fit for services that have nothing to do with consumption or choice.

[Brett Leber @brettleber]

Self-consciously used the 5Es experience design framework in a workshop yesterday knowing it was a rough fit for a service people don't "choose" (Medicaid in PA — there is no "entice", and "exit" via ineligibility is commonly a function of social determinants of health).

[Brett Leber @brettleber]

.@MicrosoftTeams please stop defaulting my screen-share to the Teams window where I chat (semi-privately) with colleagues. It's annoying at best and damaging at worst. (On a Mac if that's important.)

[Brett Leber @brettleber]

7/ I'll focus at the service level, with the situation (the context, goals, solutions) driving the type of designing I'm doing, deferring to others based on their strengths. There's no avoiding messy collaboration, so call it whatever "design" you want. I like "service".

[Brett Leber @brettleber]

1/ I was asked by our PM recently how I wanted to split my time between product/interaction design and service design. I struggled to answer clearly. (thread)

[Brett Leber @brettleber]

6/ —and I’m not sure to what extent we should. This leaves a small % of "people design" and a big % of all other materials/forms (print, web, app, etc). So back to "how will I split my time":

[Brett Leber @brettleber]

Thank you, Eric Carle, on behalf of all children, for skipping this detail in your book.

(text from https://t.co/5Z1WHGGALH)