Tag: experience


Service Design Conference Reflections

Service Design Conference Reflections

We went to the UK Service Design Network conference in London last week eager to hear about the latest innovations in service design and experience design. There were some great talks on work done with TfL, RBS and Virgin Media along with programmes running within the Government Digital Service and Policy Lab. Various thoughts struck us including… …how a measure of success is around independent use...

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Brand, service, experience & expectations – an airport car parking illustration

Brand, service, experience & expectations – an airport car parking illustration

In delivering any service all the elements have to line up and work together in a consistent and coherent way.  This is even more important when delivering a value-add service that the customer is paying extra for – paying more will generate different expectations and if any of the parts fail to live up to that expectation then the dent on the experience is likely to...

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