Service Innovation

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 the visualisation of the points. Its maybe a bit too fast-paced to catch everything that is said, but its […]

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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 unavoidable. I found this (link) over at Colossal, and it adds just that nice bit of Chrismas cheer in this silly season […]

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This post links three recent things I have been reading. The first is to mention the Experience Based Design (EBD) approach developed by the National Health Service in the UK (link). I have been meaning to write about this for a while, because it seems to be gaining traction in other countries also. I particularly […]

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I recently mentioned the great work being presented over at Smashing magazine regarding Service Personality. To add to this, is this really good piece about tone of voice. This obviously fits together with the personality, and in many ways is part of the embodiment of the personality in different touch-points. Here, an example from Innocent […]

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I have been researching Service Personality for several years, so its great to see Smashing magazine presenting great examples of digital touch-point personalities (link). Heres an example from a small comment that comes up when typing in a location. Ahh Prague says so much more than just Prague.   There are loads of good examples […]

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Thanks to Adrian at AHO for this great pinterest link to lots of journey mapping examples (link).      

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I found this on the BBC recently and thought it worth a mention. Chiltern Railways in the UK has hired two comedy writers to help assist them with announcements on the train (link). Instead of a surly or purely informative announcement, they are injecting some humour into the messages. As an example, they have added […]

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I just came over this graph from the splatf blog (link) showing how consumer electronics stands for a huge amount of sales at Sony, but generally, little or no profit. In fact is regularly goes into the red. However, services, although not generating as much income as consumer, are more regularly in the black. Sony […]

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As it is the season to give, and most notably the season to give things, I was surprised to see the number and range of experiences as gifts available on the market this year. I have seen them before as up-and-coming gifts, but this year there seem to be more of them, and greater interest. […]

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I have received a lot of positive feedback recently about the post describing the experience centric organization (here and here). Some of the companies I am working with are now exploring what it means to be an experience centric organization, and what it means for project teams. Since Steve Jobs has been on my mind […]

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