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 […]
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.
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 […]
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.
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.