Chinese boris bikes

Posted on Apr 26, 2017

Unlike boris bikes in London, boris bikes in beijing don’t need docking stations. Users user an app on their phone to unlock the bikes. bikes can be found anywhere in the city. it appears that users can just leave them anywhere, and I can only assume that the app can tell any potential user where […]

Talk to us – service design 

Posted on Apr 23, 2017

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 […]

When cash is no longer trusted

Posted on Apr 18, 2017

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 […]

Pay it forward – a smokers moment of delight whilst travelling

Posted on Apr 17, 2017

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 […]

Usability of date fields in a non-latin language

Posted on Apr 17, 2017

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. 

Posted on Apr 16, 2017

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 […]

SMS reminder nudges

Posted on Mar 17, 2017

some businesses use SMS messages to remind or nudge customers so that they can reduce no-shows for appointments. it reduces costs as they can better plan their business.  I recently received two versions which on face value were of equal value to the business and customer, however when you look past the reminder, one stood […]

Cinema reservation seat chooser

Posted on Feb 19, 2017

I recently reserved some cinema tickets for myself and some friends online via my mobile.  It was all going well and was pretty straightforward.  Then I saw a red banner at the top of the page… somehow, maybe because of my fat fingers, but probably not, I had selected sears that were sat separately. I […]

Do what you say

Posted on Jan 29, 2017

Respect the cognitive workload for users; the best services respect and remember the user’s input by learning from it over time and not getting digital amnesia src: fjordnet

Tracking a journey in real time with citymapper

Posted on Dec 10, 2016

If you’d ask my friends they’d probably say that i’m not known for being the most punctual of people on a night out.  So I was thrilled to find out about citymapper as journey tracker feature.  it enables you to track and send journey details to a friend so you can arrive at the same […]