Service design, service innovation, design thinking, design strategy
Posted in Uncategorized on Mar 25th, 2009
We have just started a series of workshops together with actress Birgit Nordby to explore different ways to specify a service experience and define a brand personality. The background for this work is that service experiences are difficult to describe and specify.There are several reasons for this:
we don’t have a terminology to describe experiences
we don’t [...]
Posted in Uncategorized on Mar 21st, 2009
Thanks to Maziar Raein for this link to ColaLife (link), an idea that combines service design with socially responsive design in a good way.
The idea is simple, use the fantastic distribution network that Coca Cola has, to distribute essential extra items that can be life savers in developing countries. As an example, distributing rehydration salts can [...]
Posted in Uncategorized on Mar 17th, 2009
In a recent report, Forrester research present data that correlates a positive customer experience to customer loyalty (link). They surveyed 4700 people and received data on about 1000 companies, regarding the link between loyalty and experience.
As they say themselves:
Our analysis shows that good customer experience correlates to consumers’ willingness to repurchase, reluctance to switch, and [...]
Posted in Uncategorized on Mar 6th, 2009
The project has taken initiative to establish a Nordic Service Design conference, which I hope we can run every second year, in a different, and lovely Nordic destination.
First off is Oslo, and in collaboration with the Norwegian Design Council, the conference will run from the 24th to the 26th of November 2009 at DogA, the [...]
Posted in Uncategorized on Mar 6th, 2009
Over at clickz, (link) Jack Aaronsen claims that in these downturn times its even more important to focus upon the quality and consistency of the customer experience, particularly customer service. The article focuses particularly upon the importance of touch-point co-ordination for customer service, noting that customers expect to be able to use whichever touch-point they [...]
Posted in Uncategorized on Mar 6th, 2009
Judith was recently interviewed by the research council for their magazine “verdiskaping”, which is the Norwegian way of saying value-creation.
The article (in Norwegian) describes her earlier work with the airport express train service, which is now ranked #1 in Norway in terms of customer satisfaction. It then describes Service Design, AT-ONE and a little about [...]