Design for Service

Sorry for the dearth of postings last week. I’ve been on the road for a few days due to a death in the family.

On my way home from the funeral it occurred to me that, as a service, visitations and funerals are second only to weddings when it comes to co-design. They’re one of the few examples in American society where people expect to be intimately involved with the details of service delivery. There’s a cultural “script” that shapes the encounter, but the details of the burial and the ceremony are deeply personal and unique.