Reverie on the difference between perceived service and actual service

Ah hello, may we come in madam, it's the police. I'm PC Smith and he's PC Jones. Yes, you can take the chain off. Oh, and the other one, my that's a big bolt. Thank you, cosy in here! Tea, don't mind if I do. Don't worry about the batons and body armour - standard … Continue reading Reverie on the difference between perceived service and actual service

The unexpected moment of truth: Disney’s $100,000 Salt + Pepper Shaker

In the 21st century, few consumer services follow a neat linear model of awareness, consideration, purchase and use. Instead we see a web of customer expectations and perceptions where little things can make a big difference. It's the job of service designers to cut through the mass of insight to find the decisive moments where … Continue reading The unexpected moment of truth: Disney’s $100,000 Salt + Pepper Shaker

All this rubbish Powerpoint must be telling us something

Chris Heathcote's abstract pointillist Powerpoint toolkit once again reinforces the received wisdom that Microsoft's near-ubiquitous presentation software presages the end of civilisation. Unlike the army of total Powerpoint rejecters, Chris' solution is to fight pixel with pixel, subject to three strictures: POINT ONE: Presentations are about IDEAS, not TEXT. POINT TWO: READING from SLIDES is … Continue reading All this rubbish Powerpoint must be telling us something

Relax, your photos are in the sky (but I’ve burned a CD just in case)

The conversation in our household goes like this: Me: I'm clearing the digital camera. Its memory's nearly full. My spouse: I don't like the idea that all our photos are just on the computer. Me: Well they're safer there than in tatty envelopes under the bed... Spouse: Yes, but why can't we print them all … Continue reading Relax, your photos are in the sky (but I’ve burned a CD just in case)