Service Innovation

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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Livework recently presented some great evidencing of the AT-ONE project in our monthly researchers meeting. Evidencing stands for tangible evidence, and is a means of rapidly producing service experiences at a very early stage of a project. Another term for evidencing is to produce archeology of the future, a means of looking back at something that hasn’t […]

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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 […]

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