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Touch-point cards now available
Quite a lot of people have liked the touch-point cards and have been spreading the word about how useful they are in service innovation projects. I have received several emails requesting sets, but...
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Train company using humour
I found this on the BBC recently and thought it worth a mention. Chiltern Railways in the UK has hired two comedy writers to help assist them with announcements on the train (link). Instead of a surly...
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Service journey mapping
Thanks to Adrian at AHO for this great pinterest link to lots of journey mapping examples (link). A great collection of journey maps on pinterest
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Service Personality
I have been researching Service Personality for several years, so its great to see Smashing magazine presenting great examples of digital touch-point personalities (link). Heres an example from a small...
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Tone of Voice
I recently mentioned the great work being presented over at Smashing magazine regarding Service Personality. To add to this, is this really good piece about tone of voice. This obviously fits together...
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The importance of the big idea
I read this interesting blog post (link) on Brand Republic today and it reminded me of a couple of books that I read a long time back. Its always good to be reminded of some good classics. The first...
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Government design guidelines
At gov.uk, you can find 10 simple yet effective design principles. These look like a great summary and summarise the most important things to think about when thinking digital services. There are a lot...
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Christmas queues made enjoyable
One of the things often discussed in Service Design is how to engage customers during queue periods. Disney has a clear strategy to use queues to build expectation after realising that queues are...
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Visually showing calories as exercise has an effect
I have always considered the health information on packaging as being quite abstract. Reading about the calorific content of my morning musli, and the amount of energy in carbohydrate form doesn’t...
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The interaction is the experience
I am super enthusiastic about two recent interactive touch-points, that I think show the power of giving control to the customer. The first of these is the Honda R advertising campaign (link), in which...
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Self-service checkout experiences
Tor Andreassen from the Centre for Service Innovation (link) recently sent me a link to the New York Times article, reporting some work from England about how self-service checkouts encourage or even...
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New version of the Touch-point cards
We continue to update the touch-point card set, and a new set is now available (Cards-PRINT). This is a major update of the cards in two ways. Firstly, we have added emotion cards to the touch-points....
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