Ryanair recently announced a 32% jump in profits and their quiet CEO puts this down to a changed image and that they have stopped ’unnecessarily pissing people off’, according to boss O’Leary. The Guardian newspaper (link) describes this nicely, including presenting a few great quotes from the master himself, Michael O’Leary. “The underlying trend is enormously positive. […]
Tag Archive 'Offering'
Think like a patient, act like a tax-payer: This was one of the more interesting take-aways from Simon Stevens’ recent speech about the new focus of the National Health Service in the UK. Although the sentence might be seen as a bit of cheap spin, I think that if most health services asked themselves if they […]
Government design guidelines
Posted in Uncategorized
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 of nice details in the choice of guidelines, and also in their wording (be consistent, not uniform for example). I particularly […]
Experiences as gifts
Posted in Uncategorized
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. […]
Hello Health
Posted in Uncategorized
John Thackara (link) introduced me recently to Hello Health (link), a thoroughly modern primary  health service in New York. They have done something that seems obvious and simple – made the doctor personal again – through using the technology many of us have (Iphones, video-phones, email etc).  There is something compelling about this, even though […]
Starbucks, champion of the experience economy (link), is having to rethink its user experience. This is interesting, because in the late 1990’s Starbucks was the iconic example of how you could extract value from staging experiences rather than selling commodities. Coffee beans could only command 1-2 cents a cup, while the Starbucks experience could command up […]
Interesting to see that EBay is now attaching great priority to the customer experience. Link I think that this is an area they have neglected for a long time. Interesting to read that the reasoning behind this is: “EBay needs to evolve the user experience to be more competitive and differentiated” Reading between the lines, […]
The AT-ONE book
This book will teach you how to use the service design methodology AT-ONE to jumpstart your process.
You can read more about the AT-ONE book or send an email to order it.
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