The future of bank branches? inspiration from South America, where some branches have co-working spaces and cafe’s

Posted on Apr 23, 2019

In Santiago, Chile, I saw a Santander bank branch which doubled up as a co-working space and cafe. I know that banks in the UK have been searching for ways to make their branch networks useful for their local community as more customers move to doing the majority of their banking online. The things branches […]

What’s the dishwasher doing? An example of design for the user experience in a physical space

Posted on Apr 11, 2019

Think of all the times you’ve accidentally opened a dishwasher partway through its cycle… unlike washing machines or other appliances where you can easily see if it’s on or not, with dishwashers it’s quite often – “pull the door and hope for the best” – especially if it’s in a built in kitchen. A colleague […]

Allergy information in restaurants

Posted on Mar 13, 2019

The problem: your restaurant needs to make its customers aware of the allergy restrictions for the food you offer. if you’ve been to a restaurant in the last few years you’ll have probably seen a hefty allergy book pulled out when someone in your party mentions they have an allergy or food intolerance. On a […]

Using facial recognition for payment instore? A video showing innovation in payment from China

Posted on Feb 16, 2019

Alipay in China has developed facial recognition technology that allows people to pay instore without the need for cards or other devices. The user simply scan their face at the kiosk and enter their mobile number. The developers say they have an accuracy rate of 99.8%. China, at the forefront of mobile and payment technology […]

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 […]