The interplay between efficiency and quality in a service experience is often what separates a merely transactional interaction from a valuable and pleasurable one, writes Patrick Quattlebaum of Adaptive Path.
“The former gets the job done; the latter does so while creating a more human connection and an enduring relationship between service provider and customer. Unfortunately, in most cases efficiency wins out. Most organizations lean heavily on analytical methods to define rigid processes and procedures that are designed to reduce waste and increase predictability in service delivery. This approach views the organization as a machine to be fine-tuned and the customer as a rational actor who enters and exits processes like a rat in a well-designed maze.
Yet, customers are less rational than they would like to admit and more complicated (i.e., human) than process engineers would prefer. Much of this derives from how the unconscious mind affects behavior. […] And, the unconscious mind is not only molded by individual experience, but by societal norms and rituals deeply embedded within a culture.”
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Experientia is pleased to announce that we’ve started 2016 with a brand new website. Experientia’s now officially 10 years old, and we decided that the best way to celebrate is by building a new website that showcases our growth – with new projects, new people in the staff, and two new locations in Lausanne and […]
Design for Ageing Gracefully Rethinking Health and Wellness for the Elderly: Public Services Asian Insights & Design Innovation, DesignSingapore Council October 2015
As we age, we increasingly depend on public services and the community for support. Well-designed public services can greatly affect the lives of the elderly and their experiences of healthcare. Experientia collaborated with DesignSingapore Council on understanding how the elderly interact with public services and how we can look towards improving their lives with design. […]
A new project funded under the FP7 European Commission framework is getting citizens involved in testing new tools for reducing energy consumption during peak loads, in the hope that its pilot program will set the new state of the art for protecting locations with fragile electricity supplies. One of France’s most fragile regions The Provence-Alpes-Côte […]
Design 4 Disaster features an engaging illustrated safety manual for ship passengers, a personal project by Experientia designer Dohun YuLuck Jang 유록. After the Korean ferry accident last year, Yuluck (who is Korean) wanted to find a way to make safety manuals more interesting to read. He spent one year designing an interactive safety guide […]