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March 12, 2018

We realized that much of the waste produced by takeout was delayed. Many (most?) restaurants include in the “takeout kit” items such as plastic cutlery, salt & pepper tiny bags, ketchup etc. that are not necessary in the context of eating at home. Sure, if you’re eating in a hotel room you need these items, but if you’re eating at home, you have your own cutlery, plates and, better ketchup.

March 6, 2018

Axiom: All Experiences End

Physical products have various life durations ranging from a few minutes (e.g. food) to thousands of years (e.g. buildings). Physical goods can outlive their owners (hence, there is the institution of inheritance). However, services and experiences end rather quickly relative to the clients’ life expectancy. All experiences end.

After an experience ends, it transforms into a memory.

The lay (naïve?) view on human memory is that people record facts and feelings in a simila...

March 1, 2018

Experience designers should consider the customers’ overall experiences, not just the experience during the interaction with the service provider.

February 7, 2018

Good design enables people to do (achieve) what they want without them realizing it. I know, it sounds a bit daunting, but this is how very good design works.

A well-designed product, service or experience helps people achieve their goals without shouting out-loud “notice me” and “praise me”.

Services such as cruises and theme parks that are purchased entirely for the experience are exceptions to this rule. Nobody goes on a cruise for transportation - getting from, say, Anchorage to Vancouver.