News

alt=

Empathy

To improve the customer experience, you must first see and feel, what the customer is going through. In short, you must empathise. Once you can see the service or product through the customer’s eyes, and really understand what is good and bad, then you can begin to improve it. Not before. Empathy is hard. In […]

Applying service design to employer branding

Applying service design to employer branding

It’s a fact that hiring staff ain’t what it used to be. Millennials have a different point-of-view to employment than their parents. And the gig-economy is changing what work is, or could be. Here are 7 tips for those working with recruitment, and how service design methods can help you find and keep the right people.

Maybe the reason services are bad is because of how they are created?

Maybe the reason services are bad is because of how they are created?

For every effect, there has to be a cause. When a product is bad, you can reverse engineer and find out where it went wrong. But when a service doesn’t turn out right, the organisation shrugs its collective shoulders and proceeds as if nothing has happened, while writing of a 100 million $something investment, convinced […]

Stop looking for your customers’ “changing needs”

Stop looking for your customers’ “changing needs”

Needs don’t change. Needs are basic. The thing that changes is how we satisfy those needs. And, yes, those means of satisfying needs are certainly changing, but perhaps not always in the direction we’d like.

Optimisation is perfecting the formula that goes out of date

Optimisation is perfecting the formula that goes out of date

Pursuing optimisation and efficiency is admirable, if it is balanced with innovation and customer insight. But when optimisation becomes a technical pursuit, then what should be the real goal of optimisation, delivering greater value to customers, is often lost in translation.

Archive

Load more

archive