This hotel phone in Iceland has a special button that will wake you up if there are northern lights in the sky. Similar to the design considerations in my Publix's Yogurt Spoons example - moments of joy can be created by understanding and proactively meeting people's needs.
Table of Contents Who is this for? What makes Services Different: Service Characteristics How to Design a Service: Service Components The Service Mindset Service Design Tools Conclusion Next Steps 1. Who is this for? While respecting the difference between knowledge and mastery of a subject, my goal in this article is to give readers an... Continue Reading →
Back in college, I was taught "The 5 P's of Service Design" by my professor, Dianna Miller, as a useful method for considering the ways in which an experience can be understood, designed, or modified. Since then, I've often thought of these "P's" as the levers and dials that can be pulled or adjusted to... Continue Reading →
This store sign, along with its corresponding tags, invites shoppers (motivated by a mix of altruism, catharsis, and maybe a sense of humor) to partner with the store in the improvement of future shopping experiences. Design Considerations:How might we partner with customers to co-produce consistently high-quality experiences? (especially in ways that are tangible or immediately... Continue Reading →
The Business:The Giant Food grocery store located in DC's Columbia Heights. The Offering:Aisle directory signage helps shoppers be more efficient. What's Good:Suspended high from the ceiling, these signs can easily be seen by anyone walking by. What's Bad:Unlike the triangular aisle signs, which have been designed to be updated , the store directory sign near... Continue Reading →
With a sidewalk-accessible touchscreen and a massive image skinned to their building, Bank of America is bringing their "Digital Mortgage Experience" to the street. Design Considerations:• How might we lower the barrier to a customer's first service engagement?• How might we better utilize existing resources and infrastructure to engage or delight our customers?
I had a strange experience yesterday when I attempted to buy a replacement lighting-to-headphone-jack adapter on Amazon: Literally every single product for sale was massively utilizing fake reviews. For instance, the reviews of one adapter I was considering - which had 5-stars and over 700 ratings at the time of this post (link) - looked... Continue Reading →
"Don't worry! We have the spoons here for you!" Design Considerations:How might we improve experiences by understanding and proactively meeting common needs?
"Free Trial Surfing" is an app that uses virtual credit card numbers and an invented name to sign up for services. "The idea for this product came when I realized I was being charged for a $21.99 (£18) gym membership from over a year ago that I was never using. In fact, I had completely... Continue Reading →
Similar to my previous "Choose-your-own Uber Experience" post, this is another case of a service experience being improved by letting customers dictate some terms of the interaction. "[Not only can Sephora] create differentiated experiences for different types of customers... [but they] can also gain efficiency by better distributing the attention of their personnel...—https://www.waveguide.io/patterns/else/entry/assist-me-basket Design Considerations:•... Continue Reading →
"SPF is your BFF" "[IMPACT Melanoma partners with] forward-thinking cities, citizens, non-profit organizations, and businesses of all shapes and sizes [to] make a positive impact on the health of their community by installing convenient and attractive sunscreen dispensers in high-traffic areas and outdoor spaces."—ImpactMelanoma.org This kiosk is a great example of something I heard a... Continue Reading →
Good design is both comprehensive and ethical.This is how to do it. Put Persons FirstBe a champion for improving quality of life. Everything else is secondary.Seek DiversityEngage and work with a wide range of people – especially extreme users, positive deviants, the overlooked, and the disenfranchised.Collaborate ContinuouslyInvolve and empower stakeholders throughout the entire process.Keep an... Continue Reading →