A Handy Experience Design Framework

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 →

Amusing Offering: Wonky Wheels Tag

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 →

Amusing Offering: Bank of America’s Sidewalk Engagements

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?

Reaction: The Muddy Waters of Amazon.com

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 →

Amusing Offering: Sephora “Assist Me” Baskets

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 →

Amusing Offering: Free Sunscreen at the Park

"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 →

Yosef’s 11 Design Principles

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 →

Amusing Offering: Lost Person’s Bench

Located near the entrance of the MacMillian Pier in Provincetown, MA - this bench's label provides more laughter and photo opportunities than actual functionality to passing tourists.Looking passed the comedy, however, this bench acts as a reminder to build in failsafes in preparation for common or drastic issues. Design Consideration:How might we avoid bad experiences... Continue Reading →

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