Posts Tagged ‘real world

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

Is this jaywalking?

Near my office there is a tram stop located in the middle of the road. You can access it from the street crossing at the intersection, or from the other end of the platform, further up the road.
At the end of the platform furthest from the intersection (shown in the pictures), there is affordance [...]

user experience

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

Ezio Manzini on sustainable design, or, dinosaurs had their day, too

Ezio Manzini is a leading Italian thinker in the domain of sustainable design with a focus on social innovation. I won’t bore you with all his credentials (you can read about them in his CV), suffice to say he has been around as a student, lecturer, and professor across the world for a long time!
Ezio [...]

events, service design

Trains, trams and customer experience

Whilst in Japan in January, I used the train services quite a lot. Japan is a very densely populated nation and major cities such as Tokyo, Kyoto and Osaka are particularly crowded. However the country is somewhat legendary for its efficient and effective train services. Trains are a popular, reliable and speedy way of travelling [...]

service design

Improving the taxi experience for the vision-impaired

On a recent trip to Canberra I noticed that taxis now have the vehicle number printed in braille next to the passenger door handles.
I have to say, I had never particularly thought about the taxi experience of a vision-impaired person, but like any other taxi cab customer, vision-impaired people may need to take note [...]

accessibility

Joinedupdesignforschools – public sector innovation in the UK

Whilst in London over the holidays, I accidentally (and happily!) ended up at the Sorrell Foundation’s Young Design Centre at Somerset House on the banks of the Thames. A fantastic display is presented in the What’s Next for Schools? exhibition, a product of the joinedupdesignforschools program.

events, service design

IDEO’s Bill Moggridge at Design Victoria

The stars aligned to enable me to attend Bill Moggridge’s breakfast talk at Design Victoria last week. I hadn’t really been aware of Design Victoria and their events calendar until I happened across it by mistake a couple of weeks ago.
Design Victoria is
a Victorian Government initiative delivered by RMIT University in collaboration with [...]

events

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