Introducing planet-centred design to flight booking services

I’ve recently started looking at flights and holidays again.  A fantastic new feature I’ve noticed is the addition of the carbon rating for flights.  I can see that a long haul flight I was interested in booking has +19% CO2. I assume this relates to travelling back and forth across the globe to make the… Continue reading Introducing planet-centred design to flight booking services

Published
Categorised as Blog

How good service design led to an excellent interactions with the NHS

I had an appointment at the breast clinic. It was the smoothest, least stressful experience I’ve ever had seeking healthcare. They called it a one-stop-shop. You went in and saw a doctor, had any scans needed and were told the next steps the same day. This all happened within a 1-3 hour visit. What made… Continue reading How good service design led to an excellent interactions with the NHS

Published
Categorised as Blog

Words matter – how WhatsApp spooked many of its users by being vague in its messaging

There was a big furore when WhatsApp changed its privacy policy. Lots of people thought that: their messages and interactions would no longer be private WhatsApp would be able to spy on their conversations WhatsApp would start sharing information with their parent company Facebook People started looking for alternative messaging apps and the download rate… Continue reading Words matter – how WhatsApp spooked many of its users by being vague in its messaging

Published
Categorised as Blog

Changing interactions with doctors as a result of the pandemic.

Call me a philistine, but I’ve only ever used normal NHS GP services, not the fancy ones like Babylon. My local GP services have always required face-to-face appointments. My GP surgery also always had a 2-week wait for appointments which is very frustrating. During the pandemic, I needed to see a doctor to discuss a… Continue reading Changing interactions with doctors as a result of the pandemic.

Published
Categorised as Blog

Example of a small businesses pragmatic approach to adapting to new lockdown restrictions

Businesses and, in particular, small businesses have suffered during the recent lockdowns. The most recent tier-4 restrictions have meant that non-essential shops were required to close their doors at very short notice. However, small businesses have some advantages over big retailers when it’s impossible to know what COVID-19 will impose restrictions next week or even… Continue reading Example of a small businesses pragmatic approach to adapting to new lockdown restrictions

Published
Categorised as Blog

Responsible digital marketplaces – reducing the ease in which stolen property can be resold

If you’ve spoken to me recently, you’ll know that my beloved bicycle Stella was stolen. Long story short – I’ve done all the things I can think of to try and trace her. In doing so I’ve realised how easy it is for someone to sell stolen goods online and how little is done by… Continue reading Responsible digital marketplaces – reducing the ease in which stolen property can be resold

Published
Categorised as Blog

Product idea: using technology to help with at-home-workouts (yoga)

Lots of us novices have been practising yoga at home during lockdown. It’s been a fun way of getting some exercise without the pressure associated with attending live classes with people who can bend, stretch and contort themselves into crazy unfathomable positions. The problem As a novice, it’s hard to know if you are doing… Continue reading Product idea: using technology to help with at-home-workouts (yoga)

Published
Categorised as Blog

Digital isn’t enough

It has become evident to me in recent months that digital isn’t enough. Many institutions have expected customers to rely solely on digital tools and quite frankly, I’ve begun to realise that not enough people have the access needed. Schools My mother is a secondary school teacher and she has told me that it has… Continue reading Digital isn’t enough

Published
Categorised as Blog

Customer experience challenges and wins for businesses whose services were previously face-to-face only

Many companies and industries are finding ways to adapt to not being in an office or conducting their services face-to-face, where it was previously unimaginable, or at least not thought effective. We’ve been thrust into a world where innovative business practices are the norm and companies need to find a way to adapt, and quickly,… Continue reading Customer experience challenges and wins for businesses whose services were previously face-to-face only

Published
Categorised as Blog