An Amazon Service Experience

An Amazon Service Experience

A shopper’s service experience on Amazon can begin at many trigger points on the site. The navigation bars are always in view, “where users expect to find them,” say the authors of “An Analysis of the Amazon Shopping Experience.” The search function is...
Service Designers Leading Innovation

Service Designers Leading Innovation

DISRUPTIVE INNOVATION THEORY Disruptive innovation, a theory attributed to American economist Clayton M. Christensen, refers to when a product or service enters an existing market with new features, functionalities, or outcomes. This transforms the segment category...