Service design, service innovation, design thinking, design strategy
Posted in Uncategorized on May 4th, 2009
John Thackara (link) introduced me recently to Hello Health (link), a thoroughly modern primary health service in New York. They have done something that seems obvious and simple - made the doctor personal again - through using the technology many of us have (Iphones, video-phones, email etc). There is something compelling about this, even though [...]
Posted in Uncategorized on Feb 6th, 2008
Starbucks, champion of the experience economy (link), is having to rethink its user experience. This is interesting, because in the late 1990’s Starbucks was the iconic example of how you could extract value from staging experiences rather than selling commodities. Coffee beans could only command 1-2 cents a cup, while the Starbucks experience could command up [...]
Posted in Uncategorized on Dec 13th, 2007
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 [...]