customer service

Tweet for service

I was in San Francisco in August to attend the UX Week conference. At about 3.30pm on the last day of the conference – Friday – JetBlue sent me an email to say they had cancelled my flight to Boston on the Sunday.
Damn.
I had accommodation booked in Boston, and in New York, where [...]

customer service

Service innovation lost in the wild

I find shopping for shoes notoriously difficult. I only tend to buy them when old pairs are falling apart. I generally prefer something not too flashy, not too high, not too sparkly, and not too expensive. Imelda Marcos I am not.
Walking past a shoe shop in the centre of Melbourne, I saw something sufficiently [...]

customer service, service design

Passenger safety has a price

A few months ago, I praised what I saw to be a great safety improvement in the way Yarra Trams highlighted doors so that passengers and drivers could see them more easily.

See how clearly marked the doors were.
As my tram approached this morning, I was a bit surprised to see that the doors [...]

customer service

The right direction for good service

This Christmas I’ve decided to leave the warm temperatures in Melbourne and spend the holidays in sub-zero Europe (it almost sounds a bit crazy, really). Those of you who have ever done the Kangaroo Route will know it’s a long trip! Approximately 24 hours in the air with a brief stopover, and you’ve just about [...]

customer service, service design

How not to re-design a supermarket checkout

I work near a Coles Supermarket (for non-Australians: one of the two biggest supermarket chains). I go there most days. I notice when they change things. And lately, they’ve been changing things a lot.
The biggest change for shoppers like me (few items, frequent visits) has been the ‘12 items or less’ checkouts. The checkout area [...]

customer service