by Steven Slater | Dec 29, 2021 | Service Design
Here we lay out our vision for the trends of 2022. All the projections are based on what already exists right in front of us; some are more subtle than others. Feel free to join in the fun of prognostication by leaving your predictions in the comments! Let’s begin:...
by Steven Slater | Nov 29, 2021 | Service Design
There was a time when business analysts were predicting the failure of Netflix’s streaming service. Once a leader in CD movie rentals by mail, in 2007, Netflix was shifting its business model to online streaming, following the launch of Amazon Prime Video that...
by Steven Slater | Nov 25, 2021 | Service Design
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...
by Steven Slater | Nov 20, 2021 | Service Design
(An excerpt from The Journeyman online service design course “Developing New Service Ideas.) Spotting a trend doesn’t require the services of a professional prognosticator. However, it does require knowing the difference between a trend and a fad. A trend...
by Steven Slater | Nov 14, 2021 | Service Design
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...
