Designerly Thoughts From Yosef
Blogs about, reactions to, and amusing examples of designed experiences
(Originally published in June 2013) Service with a Smile Wonderfully deep insights from the lives of front-stage staff Of course service design strives to be holistic, gestalt, empathetic, deep, etc., etc., etc. – and of course we use great models and tools such as service blueprints, stakeholder maps, service ecology pyramids, etc. to help us... Continue Reading →
(Originally published in July 2013) The ‘Israelification’ of airports: High security, little bother | Toronto Star “That’s the process — six layers, four hard, two soft. The goal at Ben-Gurion is to move fliers from the parking lot to the airport lounge in a maximum of 25 minutes.” Simple service solutions for international security problems–... Continue Reading →
(Originally published in September 2013) Netflix Makes Recommendations More Personalized By Adding Individual User Profiles | TechCrunch “Netflix is rolling out its long-anticipated user profiles, allowing multiple members of a household to create personalized accounts and get personalized recommendations based on their own individual viewing habits, rather than the habits of an entire household…” Whether... Continue Reading →
(Originally published in June 2013) New York Sushi Restaurant Eliminates Tipping Because It Pays Waiters A Salary With Benefits: Changing the relationship between customers and front-stage staff.Studies have already shown that tipping has very little to do with the service actually received– could removing tips altogether lead to a better and simpler experience for everyone... Continue Reading →
(Originally posted in Sept 2014) Blockbuster may have never been rude to you, but, in the end, they still failed as a service offering. That’s why it’s important to ensure that you’re not thinking about Service Design and Customer Service as synonyms. A service is defined by the Oxford dictionary as “the action of helping... Continue Reading →
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