Tag: service design


The future of self-service & customer experience

The future of self-service & customer experience

There was news last month that some supermarkets are reviewing the use of self-service checkouts. Research has suggested that they do not save time for customers and that they maybe contributing to an increase in theft. There had previously been an expectation that we would see increasing amounts of self-service in supermarkets because they save on staff costs and were expected to reduce queue lengths....

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Is the ticket dead?

Is the ticket dead?

The news that London Underground are to close ticket offices (www.bbc.co.uk/news/uk-england-london-25025888) is set to change the nature of the “ticket” and the interaction between operator and customer. The days of the little bit of paper clutched in our hands are clearly numbered.  Tickets moving onto our smart mobile devices creates a range of opportunities to enhance the passenger experience by offering a more joined-up, journey-orientated...

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The Sleeper Train

The Sleeper Train

The news that First Great Western’s franchise renewal has included offering more sleeper services coincided with a piece on Radio 4’s Saturday Live this weekend on the London to Penzance sleeper train. It was a great reminder of what a wonderful experience the sleeper train it and how it captures the romance of travel in a way in which only rail travel can do. What...

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Why do rail companies make us feel like cheats?

Why do rail companies make us feel like cheats?

We understand that railway companies are commercial enterprises and that they need to make sure people travelling on the trains are paying for that right.  But why do they have to make us all feel like potential fare dodgers?  Ticket barriers everywhere inconvenience us (more queues, tickets that then don’t work, etc); staff on trains are now “Revenue Protection Officers” there to police us and...

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Future of mobility and customer service

Following on from some of our previous posts on customer service and service design, an interesting article from the President of Hertz International on the BBC website on the future of mobility. The interesting point is his view that technology is changing the way we view and access transport.  Individual car ownership is being challenged with many more options available.  He points out that transport...

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The Olympics and designing for the visitor experience

The Olympics and designing for the visitor experience

Visiting the Olympic Park and other venues for the Olympics and the Paralympics, a clear winner was how brilliantly managed they have been from the visitor perspective.  What lessons might be learned for airports, railway stations or other public spaces? The main pitfall that was avoided was long queues.  There was much in the press before the games about the likelihood of long queues at venues (and...

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A virtual day in court – design thinking

For an insight into how design thinking and in particular, the importance of considering the human factor in design, have a read of this report from the RSA in to the use of video conferencing technology in courts. It makes the point that the technological solution is there but most people have recognised that just implementing a technology solution will fail as there are a...

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