Random (and hopefully useful) thoughts at the intersection of Design, IT, Psychology, and Business.

It is ALWAYS the little things…

... that make the most profound impact. Over coffee with a friend a few days ago, I recounted the story of meeting Robert Gerrish for the first time. At one point in the conversation, he looked directly at me and said: "How can I help you?". This utterly open, genuine...

Spilt milk

I was in a cafe recently (yet another meeting in the sun with good coffee) and a woman next to us spilt her just-bought large cup of drink. She was so embarrassed and distressed she left the cafe. Here's a free idea for cafe owners: how about introducing a standard...

“Computer says … No.”

Those of us who watch "Little Britain" would no doubt be familiar with the bank clerk sketch. She would listen to the customer, then offer a seemingly-perfect product to the customer. The customer would be delighted, and keen to sign-up. The bank clerk would then tap...

No ads ‘cos we care!

On a wall in the Danish Design Centre in Copenhagen: "Did you know that the Danish airport in Aalborg constructed a new and completely ad-free airport terminal in 2001 as a part of a new customer care concept?" How is THAT for a brave WOW concept?

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