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Channel: Experience – Service Innovation
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Christmas queues made enjoyable

One of the things often discussed in Service Design is how to engage customers during queue periods. Disney has a clear strategy to use queues to build expectation after realising that queues are...

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How to design like Apple

I know this isn’t a good time to talk nice things about Apple, but I like this short catchy presentation that captures some of the key things about designing good products and services. Firstly I like...

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Thirteen tenets of user experience

Its a long time since we added to this blog, but the list of things to write about is just piling up on our desks. This one has been hanging around for quite a while. The people over at Smashing...

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Comics as evidencing

I have written a bit earlier about using comics to communicate service design concepts (link), using the launch of Google chrome as an example. I recently came across this really great post: What’s...

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Post-Demographic consumers

I have always been a bit sceptical to the idea of demographic segments, although I guess broadly there are age cohorts that have similar needs. However, I think if you rather look at groups with...

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How being nice makes you more money

Ryanair recently announced a 32% jump in profits and their quiet CEO puts this down to a changed image and that they have stopped ’unnecessarily pissing people off’, according to boss O’Leary. The...

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The interaction is the experience

I am super enthusiastic about two recent interactive touch-points, that I think show the power of giving control to the customer. The first of these is the Honda R advertising campaign (link), in which...

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Service Design and Making Meaning

I just read this piece on CNET (link) about how Apple is well placed in a tech world that is becoming more fashion oriented. Personally, I think that the word fashion is used a little too often to...

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Ryanair profits from being nicer

I wrote recently about the turn-around at Ryanair (link), in which they have systematically been improving the customer experience. Well, it seems that this is bearing fruit. The recent investor...

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Now thats who delivers babies

A bit late  posting this, but I thought I would share this anyway, because its a nice touch to the patient experience. According to ABC news (link), babies born at Magee-Women’s Hospital at the...

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Self-service checkout experiences

Tor Andreassen from the Centre for Service Innovation (link) recently sent me a link to the New York Times article, reporting some work from England about how self-service checkouts encourage or even...

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New version of the Touch-point cards

We continue to update the touch-point card set, and a new set is now available (Cards-PRINT). This is a major update of the cards in two ways. Firstly, we have added emotion cards to the touch-points....

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