Using the ubiquity of whatsapp to gather customer feedback in a physical space

Posted on Jan 7, 2019

I remember the signs on bus stands that read – “call this number to report a problem”. I, and I imagine many others, never called the number; even if something was badly wrong. A similar approach has been used to report other issues as we go about our daily lives, including reporting issues we come […]

An example where a hotel turned a bad service experience into a good one

Posted on Dec 5, 2018

I booked a last minute weekend getaway and after spending some time researching hotels – I found one that suited my budget and needs. When checking in, I was upgraded to a larger room – result! I thought. After a long day being a tourists, I retired to my hotel room around 10pm. I hadn’t […]

There has to be a backup. We can’t rely on self-service alone

Posted on Nov 27, 2018

Recently, I arrived at a hotel wanting to check in and the front of house staff directed me to a self-service kiosk. The kiosk asked for my surname to begin the process. I duly entered it, but it could not find a reservation under my name. The booking had failed and now I had no […]

Convenience of travelling in a digital age

Posted on Sep 14, 2018

I often travel without making much of a plan. Working out how to get from place to place can be stressful. On a trip to barcelona, i left london without figuring out how to get to where I needed to at the other end. Being a late night flight, I wouldn’t usually do this, but […]

Workshop games

Posted on Sep 14, 2018

Great ideas don’t have to come from the UX or service designer on a team. A good designer taps into the knowledge and facilitates idea generation with others. One way of doing this is through design games. Here are a few that I’ve tried and had success with, and some that I haven’t (yet). The […]

You can find a gem of an idea when you look at user needs, not just business needs

Posted on Sep 3, 2018

Today I saw an advert for Awaymo. Awaymo offer interest free instalments for holiday flights. Like winter, rain or train delays, for many people, holidays are an annual or more frequent event. But we can be bad at saving up for them and may often not have the money ready when we see a great […]

Paying by cheque – upgraded to the age of digital

Posted on Aug 11, 2018

Some banks have recently started allowing users to pay in a cheque using their mobile app. Recent rule changes mean that by the end of 2018, instead of sending the cheques to a physical location to be processed and cleared, (which can take 6 working days) they will have to be digitally cleared instead. For […]

Startups disrupting death and mortgages

Posted on Aug 8, 2018

I’ve noticed an increase in startups that tackle topics such as death and mortgages. Not the traditionally sexy products or services that we’ve seen in the last 10 years, but something we all face, so it is rife for disruption. Death is a topic too often ignored. People, especially young people, are the least likely […]

You can always iterate

Posted on Jul 22, 2018

I fell in love with digital, in part, because of the way you can quickly change something if it isn’t working. Physical objects on the other hand are often thought to be unchangeable once created. Teams are tasked with doing all their research upfront, prototyping and user testing in an effort to be 100% sure […]

Interesting interpretations of GDPR

Posted on May 29, 2018

I recently had to make a payment at a council office. They had chip and pin payment terminals but told me that because of GDPR they were being phased out in favour of online payments. However, their interpretation of online payments was to hand them my card which they then took to a computer in […]