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

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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 its 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

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Observations: The changing interactions with doctors as a result of the pandemic

Call me old-fashioned, but I’ve only used standard NHS GP services, not the fancy digital services 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 pain… Continue reading Observations: The changing interactions with doctors as a result of the pandemic

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

Businesses, particularly 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 tomorrow. Big… Continue reading Example of a small businesses pragmatic approach to adapting to new lockdown restrictions

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

Have you ever had something you cherish taken from you? It’s an awful feeling. Well, that’s how I felt when my beloved bicycle, Stella, was stolen recently. I’ve done everything in my power to track her down, but it’s been a frustrating and eye-opening experience. Background Bicycle purchases and bicycle theft have gone through the… Continue reading Responsible digital marketplaces – reducing the ease with which stolen property can be resold

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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)

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When digital isn’t enough

It has become evident to me in recent months that digital isn’t enough. Many institutions are beginning to expect 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, a secondary school teacher, has told me that getting schoolchildren to… Continue reading When digital isn’t enough

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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 not thought practical. We’ve been thrust into a world where innovative business practices are the norm, and companies need to find a way to adapt quickly so they can… Continue reading Customer experience challenges and wins for businesses whose services were previously face-to-face only

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Kicking off a project during lockdown – making do with the tools you have

When lockdown started, there were many posts and tweets about the fancy collaborative tools available to help remote working. But, unfortunately, many of us are restricted in the tools we can use on our work computers. So, we had to become creative when thinking about how we adapt for collaboration when working from home with… Continue reading Kicking off a project during lockdown – making do with the tools you have

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