Service Innovation

Heres a nice article from Business Week about Service Prototyping (link).
The article shows how prototyping helps understand the holistic experience that a service gives:
Think of GM’s (GM) On-Star in-vehicle security and communications system. A physical model of the blue OnStar call button doesn’t begin to convey the relief a lost or injured driver would feel [...]

Read Full Post »

A recent crop of news items about Virgin Galactic have caught my eye.
Firstly, the logo for Virgin Galactic is designed by Phillippe Starck. Link

Secondly, the interior for the Virgin Galactic ship is designed by SeymourPowell. Link

Thirdly, the Virgin Galactic Spaceport is to be designed by Foster and Partners. Link

It is clear that these are not [...]

Read Full Post »

Although this is old news, I think its still worth a comment. An IPhone user made news by uploading to YouTube a video showing her first IPhone bill, all 300 pages of it. Link
This just highlights to me the distance between the total user experience that Apple has strived for through the integration of [...]

Read Full Post »

Interesting to see that EBay is now attaching great priority to the customer experience. Link
I think that this is an area they have neglected for a long time. Interesting to read that the reasoning behind this is:
“EBay needs to evolve the user experience to be more competitive and differentiated”
Reading between the [...]

Read Full Post »