Similar to my previous “Choose-your-own Uber Experience” post, this is another case of a service experience being improved by letting customers dictate some terms of the interaction. “[Not only can Sephora] create differentiated experiences for different types of customers… [but they] can also gain efficiency by better distributing the attention of their personnel…"—https://www.waveguide.io/patterns/else/entry/assist-me-basket Design Considerations:•... Continue Reading →
Amusing Offering: Choose-your-own Uber Experience
Sometimes it is hard to navigate the boundaries between social norms and service culture. What is allowed? What is correct? What is repugnant? A sense of humor usually helps. Design Considerations:• How might we improve a service by providing experiential options?• How might we improve experiences by humanizing the relationship between service providers and recipients?•... Continue Reading →