Customer expectations in the airline industry: Reasonable or unreasonable?

airline-passenger

While chewing the fat on the future of passenger technology with one of my industry mentors and PSS gurus, the topic turned to the antiquated processes we still service and what future behaviour may look like. He offered me a quote by George Bernard Shaw: “The reasonable man adapts himself to the world: the unreasonable […]

Service design thinking: Why?

Person Centered

This post is part 3 of a 3-part series. In my last post, I talked about how to do service design thinking. In this post, I’ll discuss why service design thinking is important. In a recent conclave organized by Singularity University, the speakers highlighted how products and services are now congregating into four clusters: content […]

Service design thinking: How?

People walking

This post is part 2 of a 3-part series. In my last post, I talked about what service design thinking is. In this post, I’ll discuss how it is  implemented. Service design thinking is based on five principles: User-centered: Design services as experienced by the user — e.g., a company in New York uses kinematics […]

Service design thinking: What?

Idea

This post is part 1 of a 3-part series. Amazon doesn’t have inventory, Uber owns no fleet, and Airbnb owns no rooms – yet they are the billion dollar companies of this decade. These companies have built their business models, products and offerings by providing platforms that enable the sharing of things, services and time […]