Posts in category: Engagement

Trust of systems

When we use complex systems like computers, repeated consistent behaviours (of the system) over time builds up our trust in the system. In the same way, the more inconsistencies or oddities that we experience over time, however insignificant, the more our trust in the...

Reduce options, increase sales

More choice is not always a good thing because it can overwhelm your customers and discourage them from making a decision. If you offer a large range of product choices, especially if some of those choices are not immediately differentiated from each other; help...

Making things useful

If something is detachable or is a removable option, it will likely never be available when you need it. I seldom have my USB webcam with my laptop when I need it. My laptop’s removable optical drive is always removed (to reduce the weight); the same goes for my...
Gamification

Gamification

“Gamification is the use of game play mechanics for non-game applications (also known as “funware”), particularly consumer-oriented web and mobile sites, in order to encourage people to adopt the applications.” Wikipedia Below are two notable points I...
How not to do an Unsubscribe form

How not to do an Unsubscribe form

I don’t know how I got onto the PPM Group’s mailing list. I have never worked in the industry, nor have any desire to, nor interest therein. I clicked the unsubscribe link and got this page: http://www.ppmsystem.com/contact2.asp?enquiry=1 How incredibly facile and...
Processes make corporations stupid

Processes make corporations stupid

I know the value of good processes to reduce the chaos and avoid repeated mistakes. Many smaller business could benefit from some level of processification. Large corporations could, on the other hand, benefit from a reduction or loosening up of their processes. Good...

China the Ikea of businesses – service differentiation

This is a follow-on post from China the Ikea of businesses. Differentiation by service: make a same-same product but pair it with specialised and targeted services that becomes the core differentiator. To follow on from the previous examples – we could be...
Tailor communications to different knowledge levels

Tailor communications to different knowledge levels

A business seldom has just a single audience group to communicate with. Tailoring the amount and type of information to each audience group, based on the level of knowledge that they already have about your field and your business, can maximise your communications...
Business process design primer

Business process design primer

Business processes save time and increase quality Much of business operations is repetitive and should be executable without undue stress or mistakes. A beautiful business process can help take the fire-fighting out of daily work and manage foreseeable emergencies. It...

I & T-shaped people in innovation

See the notes that accompanied a webinar I presented on working with I and T-shaped people on innovation teams. I & T People in Innovation – Reading List I & T People in Innovation – How T-shaped Are You Quiz I & T People in Innovation – T-traits...
Facebook – strike one!

Facebook – strike one!

I just got pissed off with Facebook trying to make me do something I don’t want to do. I log on and get this message. “We have improved the Profile … so it links to Pages instead.” Yeah yeah so what, let me get to what I am here to do. “Remember, your Pages are...

Ikea food

Why is Ikea food so crazily successful in Singapore? There are two large Ikea stores in Singapore. They both have huge restaurants. By my estimation, the restaurants appear to occupy about 15% of the available retail floor area, an not-to-be-sniffed-at area....
When small things work perfectly

When small things work perfectly

Don’t you just love it when the little things work perfectly? I opened this packet of sugar today and the perforated strip tore perfectly across as intended. I wonder if this was a deliberated designed, tested and perfected user experience element of this product. It...
The role of customers in products and services development

The role of customers in products and services development

R&D in products is often clearly separated from production and sales of the products. R&D can happen in isolation from other aspects of the operations, and also in isolation from customers. An engineer and industrial designer can design a new toy without...

The big picture in service design

“[In service design] the only one to see the big picture is the client.” said John Holager, Senior Service Designer, live|work at the Innovation and Service Design conference, 29 Jan 2010, Malmö, Sweden. This is a wonderfully simple and revelatory observation that...

Valuing the service component of products

Services are seldom valued properly, especially when it is provided as part of a product which is bought on a cost vs benefit basis. Consider the technical advice provided by reviewers and shop assistants. Customers don’t value this – they will buy from the cheapest...

If we value people, they will value our service

“If society values customers and employees, service will be valued.” says Eva-Karin Anderman, head of research, Almega. She said this in response to a question from the floor on how government and other agencies can introduce policies or mandates to encourage society...
Service design and the attention economy

Service design and the attention economy

As I have spent several days thinking about and talking to people about service design, I thought it timely to highlight a post I wrote several years ago about attention and services. A service business is not really about the quality of service, but rather the...

Two aspects of service design

Service design has two aspects: technical execution and relationship building. Technical execution is about making the mechanical bits work. For example: the aircraft takes off and lands without unnecessarily killing anyone on board. Relationship building is making...

The feel of a beautiful business

I had the unfortunate cause to visit the Eye Centre and Surgery in the Gleneagles Medical Centre in Singapore several weeks ago. I turned up on an extremely busy Friday afternoon. The small waiting area was packed. The small staff was clearly fully occupied. Patients...
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