Erik Flowers predicts what we can expect from service design over the next 18 months. The medium of your brand will become irrelevant. Touchpoint design will not be enough to …
Amazon relaunches Dash with an IOT Button
Amazon has launched a redesign of the original Dash (which was a scan and point/click device) with a button version that lets you order products with a press of a …
Behavioural Adaptation & The Peltzman Effect on Design
I came across an interesting discussion today on the Peltzman Effect on the Golden Gate bridge. The bridge has recently seen an unexpected increase in speeding due to introduced forced …
Service & Customer Experience Maps from Mel Edwards
A brilliant blog post by Mel Edwards on Service & Experience Maps.
What’s a customer experience map? It’s a graphical representation of the service journey of a customer.