Archive for the 'people' Category
Adam Lawrence reports on a new type of car dealership over on the Work Play Experience blog. Rather than selling cars from a particular manufacturer (Mersedes-Benz, BMW, Volkswagen), they focus on a particular segment of the market:
At familycars.de the concept is far smarter. They sell only family cars — from a bunch of different manufacturers, [...]
Aaron Oppenheimer posts a nice two-by-two comparing urgency and frequency of product and service encounters. He maps four quadrants for interaction: primary, secondary, auxilary and emergency encounters.
We use this line of thought to understand the difference between [...] using a product on day one and [...] using it on day 100. It’s a very useful [...]
Business Week has a new article by Ziba’s Sohrab Vossoughi on the silver bullet of experience innovation:
There is still one frontier that remains wide open: experience innovation. This is the only type of business innovation that is not imitable, nor can it be commoditized, because it is born from the specific needs and desires of [...]
Idris Mootee explores the structure of service design. I’m not sure if this is simply an obvious analogy, or if I should ask for my post back. Let’s see: Howard Hawks quote? Check. Movie scenes as touchpoints? Check. It’s a pretty simple formula for success? Check. James Heskett’s service bookends? Check. Parallels to the world [...]
The Profitable Art of Service Recovery by Christopher Hart, James Heskett and W. Earl Sasser is the newest addition to my service design research collection. The 1990 HBR article is a terrific overview of service recovery.
Mistakes are a critical part of every service. Hard as they try, even the best service companies can’t prevent the [...]
Now this is experience design!
Designer Martino Gamper has designed every aspect of Total Trattoria installation at the Aram Gallery, London, including the furniture, tableware, cutlery and food.
[via choosenick]
Adam Greenfield’s rant about OZOcar reminded me of a concept from James Heskett’s The Service Profit Chain. In the early 1990s Scott Cook at Xerox coined the idea of service apostles and service terrorists:
Service apostles are customers so satisfied that they convert the uninitiated to a product or service. Xerox’s management currently [1994] wants to [...]
Adam Greenfield rips into OZOcar’s service offering after a lackluster trial run. I’ve never tried OZOcar myself but it’s a little surprising to hear this report. They’ve been working with a former Live|Work service designer for the past couple years. I’d expect them to have their act together by now.
You know what? The experience sucked [...]
Neil McGuire interviews Deborah Szebeko of ThinkPublic, a London design agency focusing on public sector service design. Here’s the podcast [MP3 11.7MB]
My thoughts now, especially after working on quite a few projects in the public sector, is whether we actually need to be focusing on innovation all the time or are the services actually 30 [...]
In the latest issue of Interactions, Don Norman explores the parallels between queues and interaction design. While he views this primarily as a metaphor, I think service designers can view the same subject matter without the abstraction:
Whenever two systems must interact, unless every event of one is perfectly synchronized with the events of the other, [...]
