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The Man Your Man Could Smell Like doubles sales of Old Spice
I have been meaning to blog about this for a while – the old spice adverts (link) and their effect. Almost everyone has seen and talked about the Old Spice adverts on YouTube (if you were holidaying...
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Rituals and the sacred in services
Ted Mathews, a designer colleague, has spent the past few years convincing me of the importance of rituals and sacred object in our lives. Classic examples from the Catholic mass, or the stepwise...
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Experiences as gifts
As it is the season to give, and most notably the season to give things, I was surprised to see the number and range of experiences as gifts available on the market this year. I have seen them before...
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Is the NHS becoming experience-centric?
This post links three recent things I have been reading. The first is to mention the Experience Based Design (EBD) approach developed by the National Health Service in the UK (link). I have been...
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Thirteen tenets of user experience
Its a long time since we added to this blog, but the list of things to write about is just piling up on our desks. This one has been hanging around for quite a while. The people over at Smashing...
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Post-Demographic consumers
I have always been a bit sceptical to the idea of demographic segments, although I guess broadly there are age cohorts that have similar needs. However, I think if you rather look at groups with...
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How being nice makes you more money
Ryanair recently announced a 32% jump in profits and their quiet CEO puts this down to a changed image and that they have stopped ’unnecessarily pissing people off’, according to boss O’Leary. The...
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Now thats who delivers babies
A bit late posting this, but I thought I would share this anyway, because its a nice touch to the patient experience. According to ABC news (link), babies born at Magee-Women’s Hospital at the...
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Self-service checkout experiences
Tor Andreassen from the Centre for Service Innovation (link) recently sent me a link to the New York Times article, reporting some work from England about how self-service checkouts encourage or even...
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New version of the Touch-point cards
We continue to update the touch-point card set, and a new set is now available (Cards-PRINT). This is a major update of the cards in two ways. Firstly, we have added emotion cards to the touch-points....
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