I had a strange experience yesterday when I attempted to buy a replacement lighting-to-headphone-jack adapter on Amazon: Literally every single product for sale was massively utilizing fake reviews. For instance, the reviews of one adapter I was considering – which had 5-stars and over 700 ratings at the time of this post (link) – looked... Continue Reading →
Amusing Offering: Publix’s Yogurt Spoons
“Don’t worry! We have the spoons here for you!” Design Considerations:How might we improve experiences by understanding and proactively meeting common needs?
Amusing Offering: Sephora “Assist Me” Baskets
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 →