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 →
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?
"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 →
Watch over my Parents, a "new service, in which customers pay for postal workers to check on their elderly relatives during morning rounds, has been hailed as a clever solution to the modern epidemic of loneliness... [It is] part of a new strategy for the French post office as it tries to find a joint... Continue Reading →
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 →
"All of our servers are people living with dementia. They may, or may not, get your order right. However, rest assured that even if your order is mistaken, everything on our menu is delicious and one of a kind. This, we guarantee."— from: https://kottke.org/19/08/the-restaurant-of-mistaken-orders https://www.youtube.com/watch?v=su34Gx-STQk "They expected mistakes, so [they] were ok with it."— Shiro... Continue Reading →
Service Dominant Logic (SDL) might say that Tesla now provides short-term pet watching services. Design Consideration:Using the tools, technologies, and resources already available, how might we expand our offerings by meeting additional needs?
https://www.reddit.com/r/todayilearned/comments/98f5lf/til_of_professional_fired_men_that_were_used_as/ “Well, you see it’s this way, Tom happens to be the store’s professional fired man. There isn’t an hour goes by but some disgruntled customer comes in with a complaint about some error and demands that the person who is responsible for the error be reprimanded. That’s where Tom comes in. He is sent... Continue Reading →
Sometimes it is hard to navigate the boundaries between social norms and service culture. What is allowed? What is correct? What is repugnant? A sense of humor usually helps. Design Considerations:• How might we improve a service by providing experiential options?• How might we improve experiences by humanizing the relationship between service providers and recipients?•... Continue Reading →