Human-to-Human interaction is often the element of service that creates the most negativity. Think about it, what are the worst service experiences you have encountered as a consumer, as a patient, or a fan?
When it comes together, there’s no wasted effort, no surprises, just a service that is unified across all channels, unified in its single mindedness and that’s a service for your customers, not just for your organisation.
Looking at turning challenges into opportunities: Designing with Executive Stakeholders.
When it comes to dystopian novels, Orwell’s Nineteen Eighty Four is the book that is cited the most as a near-future impending upon us. This may be so, but Aldous Huxley’s Brave New World is another terrifying vision of what will happen next to humanity.
I love sitting with a group of Über-smart folks, and talking about the ‘what if’ scenarios. What if, Bill Moggridge hadn’t designed the first laptop computer?
Transportation is the next frontier and challenge for service design.
The past 25 years has changed life beyond recognition. Even the visionaries of the early 1990s have been flummoxed by how everything has accelerated in the internet age.
The rectangle is my least favourite shape.
Having been based in San Francisco, California for the past 12 months, my visits back to the UK come with a greater sense of acuity to my surroundings. Absence certainly makes the heart grow fonder, but it also makes the senses grow bolder.
I am very fortunate to work with global businesses, and more often than not with executive teams who have been locked in a world ruled by writing systems and books for their entire careers.