Service Innovation

This is the last of three posts about great stuff over at Smashing magazine. This is from an article about how to create memorable experiences for customers (link). There are some very nice examples, including the one from the hidden heroes exhibition (link).

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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 with the personality, and in many ways is part of the embodiment of the personality in different touch-points. Here, an example from Innocent […]

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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 comment that comes up when typing in a location. Ahh Prague says so much more than just Prague.   There are loads of good examples […]

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Thanks to Adrian at AHO for this great pinterest link to lots of journey mapping examples (link).      

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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 or purely informative announcement, they are injecting some humour into the messages. As an example, they have added […]

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Thanks to Mosse at AHO for sharing this nice Service Design for the Washington airport anno. The expanding airport Untitled from CHRISTINA LAETZ on Vimeo.     It explains why and how airports have become huge sprawling walkways and suggests an innovative way to solve it using mobile lounges.   Air travel would have been […]

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I’m not really sure if this would work out (he he), but I really like the way that GymPact turns things on its head and finds a way to motivate you to be active at the gym. It adds a new twist to the social, co-production, collaborative service direction. Some years ago we did some […]

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I just came over this graph from the splatf blog (link) showing how consumer electronics stands for a huge amount of sales at Sony, but generally, little or no profit. In fact is regularly goes into the red. However, services, although not generating as much income as consumer, are more regularly in the black. Sony […]

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As it is the season to give, and most notably the season to give things, I was surprised to see the number and range of experiences as gifts available on the market this year. I have seen them before as up-and-coming gifts, but this year there seem to be more of them, and greater interest. […]

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I came across this really nice explanation of infographics over on Core 77 recently and wanted to share it. In Service Design, the importance of visualization cannot be underestimated, and this short animation gets the point across really well. The Value of Data Visualization from Column Five on Vimeo. It also is a great example […]

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