Amusing Offering: Hotel + History

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 →

Newest isn’t always Best

(Originally published in October 2014) From renting movies, to selling clothes, to providing family vacation packages, every business should strive to understand how it can provide the best possible service experiences. Services have existed since long before formalized economies and, along with the rest of the world, have always changed and evolved in response to... Continue Reading →

Amusing Offering: Evacuation Sculptures

(Originally published in June 2013) Don't Laugh, But A Single Artist Just Totally Outshined An Army Of Government Planners Each stainless steel statue is 14-feet-tall, weighs 800 lbs, and is meant to withstand 200 years of wear and tear. Designed by public artist Doug Kornfeld...in collaboration with FEMA, the Arts Council of New Orleans, and... Continue Reading →

Reaction: Unintended Usage

(Originally published June 2013) How mobile payments might be the global money-laundering machine criminals have dreamed about Designing for ‘Jay-Customers’, 'Negative Personas’, and Service Abuse Reading this article, I realized that service designers, myself included, often design optimistically– that is to say, we design for all kinds of users, but we naively assume that whatever... Continue Reading →

Reaction: A glimpse into Emotional Labor

(Originally published in June 2013) Service with a Smile Wonderfully deep insights from the lives of front-stage staff Of course service design strives to be holistic, gestalt, empathetic, deep, etc., etc., etc. - and of course we use great models and tools such as service blueprints, stakeholder maps, service ecology pyramids, etc. to help us... Continue Reading →

Reaction: Positive Outlier Airport Security

(Originally published in July 2013) The 'Israelification' of airports: High security, little bother | Toronto Star “That’s the process — six layers, four hard, two soft. The goal at Ben-Gurion is to move fliers from the parking lot to the airport lounge in a maximum of 25 minutes.” Simple service solutions for international security problems–... Continue Reading →

Reaction: Individual User Profiles on Netflix

(Originally published in September 2013) Netflix Makes Recommendations More Personalized By Adding Individual User Profiles | TechCrunch "Netflix is rolling out its long-anticipated user profiles, allowing multiple members of a household to create personalized accounts and get personalized recommendations based on their own individual viewing habits, rather than the habits of an entire household…" Whether... Continue Reading →

Reaction: Tipping

(Originally published in June 2013) New York Sushi Restaurant Eliminates Tipping Because It Pays Waiters A Salary With Benefits: Changing the relationship between customers and front-stage staff.Studies have already shown that tipping has very little to do with the service actually received– could removing tips altogether lead to a better and simpler experience for everyone... Continue Reading →

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