Walking across a bridge in London I noticed a sign… The sign, from the Samaritans, said: “talk to us if things are getting to you”. Now I’m going to make some assumptions about its origins, but it seems to be a brilliant bit of multichannel service design. Prevention The sign and many like it around […]
Mobile payment in China is prevalent. In fact, it is so prevalent that cash is longer trusted (in some places). This sign, found in a shop window, tells its patrons that they need to provide proof; presumably identification documents; when paying by cash. Paying with WeChat – the Chinese version of whatsapp, AliPay and Unionpay […]
Airports can be frustrating places for smokers. Throw away your lighter? keep it on you and hope they don’t confiscate it? hunt around for a smoking room or not? wonder if the airport has a smoking room? try to find the smoking room or not? etc etc airports in china were particularly picky. no lighters […]
i’m not going to lie – the thought of trying to find my way around chinese websites was daunting, especially on a mobile. For the most part, the websites I interacted with had english translations, or some level or chinglish. my fears were mainly unfounded. but i did come across on example that i found […]
When people have no choice they’ll struggle through but this doesn’t meant you should treat people like the they are computers – an online checkin experience.
Recently, I was trying to check in for a flight. it was a long distance flight so I felt it important to check-in and choose my seat as soon as it was available. I logged onto the website precisely 23.5 hours before the flight – 30 minutes after check-in opened. Treating people like computers In […]