Ok I admit that I have been harping on this surprise in a service theme in the last few posts, but I had to write this one since I just realized a great example. Woot! No, literally, I mean Woot!
Surprise plays such a big factor in the success of woot.com that it literally drives the user community. Of course, there's some awesome economics involved also, but just the surprise factor makes it a sticky website. Linking back to my previous post just what kind of surprise theme does it follow? "Anticipation", if you ask me. With a strange mix of suspense ;).
Showing posts with label service design. Show all posts
Showing posts with label service design. Show all posts
Thursday, February 21, 2008
Thursday, February 7, 2008
Surprise in a Service 2
Inspired by my previous post, I am actively thinking of "scripting" services. In a way, service design is exactly that, but I wonder how it'd be to think of it like an out and out writer. What would be the "acts" of a service? The plot points, the catalysts,the protagonist? (I know the antagonist would be the customer care...hehehe...).
I am going to start by making up my own service genres. This won't be based on subjective feelings but more on universal experiences. For instance, something like "good service" doesn't qualify as a service genre, but something like "surprsing service" does. To add to the genres, I'll go with "regular service", "slick service", "thrilling service"...get the drift?
Clearly I am coming up with them based on films and/or video games. To elaborate on my point, I think "Ocean's Eleven", "The Italian Job", "Mission Impossible" , "National Treasure" can all be termed "slick flicks". Whether you like them or not, is another matter. The intent is to make it slick.
Put simply then, what genre of service would you intend to design?
I am going to start by making up my own service genres. This won't be based on subjective feelings but more on universal experiences. For instance, something like "good service" doesn't qualify as a service genre, but something like "surprsing service" does. To add to the genres, I'll go with "regular service", "slick service", "thrilling service"...get the drift?
Clearly I am coming up with them based on films and/or video games. To elaborate on my point, I think "Ocean's Eleven", "The Italian Job", "Mission Impossible" , "National Treasure" can all be termed "slick flicks". Whether you like them or not, is another matter. The intent is to make it slick.
Put simply then, what genre of service would you intend to design?
Wednesday, February 6, 2008
Surprise in a Service
Recently I was surprised with a government service; pleasantly. When I had visited the same office in person, I received some pretty rough treatment and was somewhat assured of being left in the dark for atleast a month. But, things took a completely different turn when they mailed my documents way before time...surprise!
Twists in films is fairly common (Seven, The Sixth Sense, The Usual Suspects, Shawashank Redemption). Would you use twists in your service? What kind of twists?
How do you script a service design twist ? A pleasant one hopefully! I wonder....
Twists in films is fairly common (Seven, The Sixth Sense, The Usual Suspects, Shawashank Redemption). Would you use twists in your service? What kind of twists?
How do you script a service design twist ? A pleasant one hopefully! I wonder....
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