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 →
(Originally published in November 2014) As stated in an earlier post, a service is defined by the Oxford dictionary as “the action of helping or doing work for someone.” By breaking this definition down, we see a service is comprised of three things: an intangible good (the outcome of the action), a provider, and a... Continue Reading →
Pig greets travelers at San Francisco airport: LiLou is the first swine to join the airport’s a team of therapy animals, and is believed to be the only airport porker in the country. Adorable. Memorable. Unexpected.The Wag Brigade brings joy to an otherwise stressful environment. Design Considerations:Sometimes called "surprise and delight" - how might we... Continue Reading →
Cuba's Flying Pizzas: When Cuba expanded private enterprise in 2010, Marta Castaeda and her husband were granted a license to open up their own pizzeria A novel delivery experience adds value! Design Considerations:How might we "unstandardize" common parts of a service in order to transcend expectations and create a unique experience?
I see two basic ways to reduce the pain of a negative experience: either speed it up, or make it more enjoyable. (read more about this in my upcoming blog post: "There is more to life than simply increasing its speed") Here’s an example of the latter - A “Where’s Waldo” puzzle in a dentist’s... Continue Reading →
A wonderful little experience for students to commemorate being accepted into college. My only suggestion (in the spirit of “Yes, and…”) — is that they should ask students to take a photo of their glittery celebration and tag it “#AcceptanceDance” Design Consideration:How might we tap into people's inner child to create more entertaining and memorable... Continue Reading →
The Iron Ring: Learn about Engineering at the University of Waterloo through our traditions! "The ring is meant to remind engineers of their obligation to protect those they serve." I love the usage of ritual, inclusion, and an enduring physical reminder of purpose. Design Consideration:How might we utilize storytelling and tangible reminders to reinforce beliefs... Continue Reading →
Captioned: “Local bar has metal coasters made from cars wrecked in drunk driving accidents for St. Patrick’s Day” Design Opportunity:Especially when consequences can be severe - how might we utilize other people's experiences as a teaching tool?
Posted by a friend on facebook: “Every room in the hotel sees to have a shard of some kind in a case next to the room number. In my room anyway, another chard from the same item with an explanation is embedded into my bedside table, too. What an interesting way to help ppl get... Continue Reading →
Japanese coffee vending machine shows its working process live on a LCD screen. The value of transparency and delays Is it even real? Is it fake / pre-recorded? Does it even matter? Does faux-transparency give real value to users, or is it just an entertaining way to pass the time?If the drink came out too... Continue Reading →
Illegal Underground Drum and Bass Rave Featuring Harry [email protected] Shuts down TFL This subway car hosts a Drum and bass rave. I wish every car on the subway had an unwritten and unenforced, but well-understood theme. For example: If you’re with small children, take car #2. If you have pets, car #3. If you’re single... Continue Reading →