Service Innovation

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. This helps you when evaluating existing services or designing new ones, since you can take into account the emotional […]

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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 result in stealing. This is work from the UK, that has also been reported during the summer in the British press, which I find […]

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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 University of Pittsburgh Medical Center get special stockings if they’re in the hospital on Christmas Day. A nice touch, and I’m sure, […]

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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 communication from Ryanair shows it contributing to consensus-beating third quarter net profits of €49m and a full-year profits upgrade. As reported in the Financial Times (link), Ryanair […]

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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 explain our experiential hunger for products and services. It seems like the word fashion is a safe […]

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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 the Honda Civic is presented in two ways at the same time. One, as a supportive family car, and the other […]

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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 Guardian newspaper (link) describes this nicely, including presenting a few great quotes from the master himself, Michael O’Leary. “The underlying trend is enormously positive. […]

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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 similar needs, without specifically focusing upon age, then you are more likely to develop the right services and experiences. I therefore […]

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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 Your Comic About?Communicating Complex Ideas With Comics. This not only describes the importance of using comics as a means of communication, but also […]

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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 magazine have been doing some really good stuff recently, writing about personality, tone of voice […]

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