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Save Something Good for the End in Order to Sell Again in the Future: The Peak-End Rule in Service Design

March 6, 2018

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When Designing Experiences, Think About What Happens After the Interaction Ends

March 1, 2018

These days, I’m involved in a project on (re)designing the experience of new employees who go through a rather complex onboarding process.


An important stage of the onboarding process is “the first day at the new job”. On the first day, the new employee gets acquainted with the office layout, receives and is trained in the use of the work equipment (fancy term for laptop), interacts with the direct manager and team colleagues, fills-in some administrative paperwork and has a short meeting with an HR representative, the main topic being benefits such as health insurance and pension.