Posts tagged with Service Design

Disrupting loyalty: How can hotels become enablers, not just destinations?

Location is everything in the hotel world.

But are hotels doing enough to make the most of their locations and enable better experiences for guests?

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design

What is service design & who uses it?

Service and product design are in the ascendancy, becoming increasingly important within marketing and engineering departments.

Ashley Friedlein makes the claim in his trends for 2016, citing the number of consultancies and systems integrators that have made design acquisitions (see this Wired article for how IBM is beefing up its design creds).

Service design follows naturally from a focus on customer experience (as a central tenet of that dreaded term, digital transformation).

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pingit

How to redesign your organisation around excellent customer experience

Clive Grinyer, Customer Experience Director at Barclays, is a man with considerable design chops, with tenures at Samsung and Orange, the Design Council and Central St Martins.

At the Festival of Marketing 2014, Clive gave a lesson in how to approach the customer experience design process, from proposition to research, prototype to feedback.

Here's how you can take a fresh look at customer experience in your organisation.

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gov.uk style guide

Why I love the Gov.uk style guide

Let’s face it, in 2013 Gov.uk has featured in the forefront of many people’s minds as a flag bearer for great design and digital change. Continuing this trend, Thursday last week saw Gov.uk release the next section of its alpha style guide.

If you don’t have a style guide, or you have a fusty old copy in a shared folder no longer in use, or even worse, just a printed copy in a folder, well now is the time to update it and watch standards soar.

This style guide (part of GDS's seven wider design principles) is still being optimised but now includes sections on ‘writing for Gov.uk’, ‘writing for the web’, ‘style points for various content types’ and a ‘transactions style guide’. 

It's interesting that Gov.uk realises the style of the guide itself is important. Continuous work on improving navigation and keeping content up to date is as important for the style guide as for the wider site.

If information and guidance isn’t up to date, or the guide is not easily engaged with, errors carried forward will persist. 

Let’s take a look at the new style guide and see why it stands out, as well as what you can appropriate for your own organisation’s style guide. I hope you'll agree with me, that when a style guide is done well, it's actually a lot of fun to use, with more prescriptive advice on grammar reading as dead pan as a Stewart Lee gag.

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