A delightful experience with expedia

Posted on May 5, 2017

Recently, I phoned expedia to enquire about changing a flight. Normally I would have waited until I was in a quiet place with my travel details written down before phoning, but on this occasion I didn’t have that luxury. I was running out of time and needed to sort it out quickly – so I […]

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 […]