In Accenture’s 2011 Global Consumer Research Study they state that “consumers around the world are giving off mixed signals at a time when keeping consumer relationships strong is more critical than ever to providers. On the one hand, consumers claim they are more satisfied with the companies they do business w2ith. Yet on the other, … Continue reading Signal-to-noise – Service vs Customer Service
Gov.uk went live the other day. It was a big day. Another chapter of user-led government opened. A new phase that brings us bang up to date as a country. And I’m not just talking about a nice new clean interface. This is not a cosmetic shift. The behind the scenes work involved here will … Continue reading Gov.uk and the challenge of user-led government
I just experienced some silly mobile tariff nonsense from otherwise pretty reliable O2. I regularly eat through my 500MB of data, so I got on web chat and asked if they could do better. No was the answer – not without me paying an extra £10 a month. I dug my heels in and said … Continue reading Mobile tariffs
Two things trigger this post This excellent post about uncanny UI design, from Berg Which led me to this weird footage of a robotic dog – get to 44 seconds and wince as they kick the robotic dog – An excellent video by Rory Hamilton that looks into the uncanny valley of services All this reminded me … Continue reading Uncanny services
My iphone is being repaired at the moment. I sent it over a week ago, by special delivery. They have a neat little “track your order” facility. So I was notified when it arrived and also when it switched to “pending”, whatever that means. The site talks about a 24 hour turnaround time, but it’s … Continue reading Is good service honest service?
I’ve had some interesting conversations with buyers of service design of late, and though all are very positive about what service design can bring, without fail all have gone on to say -“but when it comes to implementation…” This seems to be a bit of an achilles heal. Is it because service designers haven’t had … Continue reading Where are all the service implementers?
“The conference was reminded constantly – by David Sinclair of ILCUK for example – of the the daunting scale of the demographic timebomb: tens of millions of people of living longer, with more complex care needs (such as dementia), requiring more care hours; fewer people to pay for and deliver their care. A current cohort … Continue reading In case we need a reminder of what ‘transformation’ is supposed to mean