I've noticed that there are some interesting differences in how banks serve you receipts at their branded cash machines. It seems that receipts are used by some banks to reinforce brand values. Barclays Take money out at a Barclays cash machine and you'll be encouraged to request a receipt for a chance to win… Continue reading What cash machine receipts say about your bank
My notes on the talk given by Scott Ewings and Kon Papagiannopoulos from Fjord about the issues that arise for brands in the digital channel. For me, this was the most inspiring talk of the day and although not the topic of the talk, it showed how branding is intrinsically merged with service design. The… Continue reading Brand Perfect Tour – Notes on ‘Digital – where the brand breaks’ talk
Pilpel is one of my favourite places for lunch. Falafel and houmous may not sound like the most exciting food option in the area and in terms of quality it's good - but so are other places. The difference is that Pilpel also offers an exceptional customer experience. What makes the experience so good? They… Continue reading Pilpel’s super service
As part of the World Usability Day, the LBi EA dept split into 3 groups to answer different usability related briefs in 2 hours. Our group was tasked with going to Rough Trade to come up with ideas for service extensions and enhancements. Rough Trade is a record label and store selling records, cds, clothes… Continue reading World Usability Day exercise – Extend Rough Trade’s service offer
This post was inspired by a discussion over lunch about what service design is, how it applies to online and how it differs to product design and user experience. Service in the real world is easy to understand. If you produce lemon squeezers for a living, the lemon squeezer is your product. But without an… Continue reading What is service design?