Author Archives: CCD



CCD

in Thinking

Better workspaces help drive better customer service

The recent UK Customer Service Institute survey showed that, across all sectors, levels of customer satisfaction have fallen in recent years.  The economic situation is of course playing a part and this is potentially driving some organisations, as the economy recovers, to push for winning new customers at the expense of focusing on serving existing customers.  Consumer expectations are also going upwards, they are more likely to...

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23 Oct 2014
in Thinking

Are virtual holographic assistants of value?

Our local station, Kings Cross, now has one of these holographic assistants reminding people not to take heavy luggage up the escalators but to use the lift instead. You will note that just to the right, at the bottom of the escalator, is a sign giving the same message. That sign has been there since the station reopened and, we can assume, has not had...

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04 Oct 2014
in Thinking

Personal space when we are travelling

The recent reports of disturbances on flights where passengers have had some robust “disagreement” over reclining their seats made us think about the meaning of and need for personal and personalised space when we travel. There is a desire to be able to adjust our seat and space to fit us and what we want to do (eat, sleep, read, etc).  This also reflects the...

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08 Sep 2014
Behaviour in crowds and paying attention
in Thinking

Behaviour in crowds and paying attention

Part of what influences our experience of places like airports is how those around us behave. Of course it’s not always positive as far as our own perception goes – a recent piece on-line highlighted the 12 most annoying things other passengers do – http://goo.gl/rRIi6v  We’ve probably all experienced most of these (and been guilty of some of them too!).  However we’ve pointed the link to...

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25 Jul 2014
in Thinking

Joined up journeys

One of the advantages that the car has over public transport is that it takes the passenger from A – B, door to- door, no changes, no hassle. So as well as being the ultimate consumer product, it is also convenient and easy. But with the costs of motoring rising, and roads becoming more congested, the car is losing much of its shine. Urban planners...

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27 Jun 2014
Self-service can work!
in Thinking

Self-service can work!

In the latest blog in our series relating to self service we look at a library kiosk. One of the libraries we use has a self service kiosk called smartserve 400 (http://www.bibliotheca.com/1/index.php/our-products/self-service-kiosks/smartserve400) It’s a revelation! The on screen instructions are easy to read and follow and include clear and helpful graphics to illustrate them The space where you wave or swipe your books to borrow...

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30 May 2014
The end of glass skyscrapers?
in Thinking

The end of glass skyscrapers?

An article on the BBC news magazine this week raised the question of whether the architectural profession is turning against designing buildings with vast amounts of glass. Certainly we’ve always found in our interiors work that there is great value in delivering daylight to all users of a building.  There are challenges in controlling it of course.  And the comments of Ken Shuttleworth raise some...

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30 May 2014
Is the answer to better experiences about tech or people…or both?
in Thinking

Is the answer to better experiences about tech or people…or both?

We were recently reading a blog about reducing the pain of the taxi queue at airports as another component of improving the elusive passenger experience. The solution offered in the blog (coming from a tech company) was live information on waiting times. Such an approach could have the added benefit of feeding data back to the taxi companies so they could alter their services in...

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12 May 2014
Materials, feelings and personalisation
in Thinking

Materials, feelings and personalisation

Great piece on the Engadget website about the choice of materials for the new Samsung Galaxy S5. Now we are going to stay away from any arguments of Samsung vs Apple. But we thought the piece was interesting to see a view on the choice of materials and how it relates to your feelings about a product.  The metallic iPhone feels strong and robust but...

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28 Apr 2014
Overtaking lanes in public spaces?
in Thinking

Overtaking lanes in public spaces?

We’ve all experienced it in public spaces such as shopping centres, airports, stations etc…you’re in a rush but it’s crowded and you’re stuck behind people wandering along or moving slowly with piles of luggage or shopping. According to a trial at Sheffield Meadowhall shopping centre maybe the answer is segregation or at least trying to remind people they are sharing a space with people who...

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25 Apr 2014
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