September 11th, 2012 | Filed under: Innovation, Service Innovation | No Comments »
Amazon Locker and similar services could encourage global e-commerce. Photo: elaine a
If you’re like me, then you’ve bought goods from the world’s largest online retailer, Amazon.com. With nearly $50 billion in sales, this is one company that has managed to out-innovate its competition (as a point of comparison, Wal-Mart’s online revenue is about 10% that of Amazon). If you’re like me, then you may also have started to see a delivery option called Amazon Locker.
This option allows you to receive a package in an electronically controlled locker that is placed in a local shop, as opposed to having to be home to receive it. According to a recent Economist article, locker networks such as Amazon’s are popping up across the globe. While something like a third-party locker network might finally allow other online retailers to compete with Amazon’s free two-day shipping for Prime members, I’d like to focus on the positive impact that these delivery lockers will have for global e-commerce: improving access, increasing trust, and reducing cost. Keep reading »
July 27th, 2012 | Filed under: Guest Posts | No Comments »
Image: adrianclarkmbbs via flickr
Guest post by Rebecca Horton, a graduate student studying Design Management at the Savannah College of Art and Design who has joined the Motiv team for the summer
It’s a rare occasion that a trip to the doctor’s office or the subsequent visit to the pharmacy is a pleasant experience, but last week I had not one but two “wow” moments in the realm of personal healthcare.
As a design strategist with a particular bent towards service design, I’m constantly analyzing the elements that make service experiences delightful, frustrating, or downright awful. By nature of my role as a designer, I’m more often than not critical of services for failing to deliver on expectations or overlooking user needs. So, when I have a great service experience, I take note and I tell others. Documented below are a few snippets from my latest “delights” in the healthcare arena.
The first of my two healthcare “wows” came during a visit to my neighborhood urgent care center. Upon entering the clinic, I was immediately greeted by a woman at the front desk. Nothing too out of the ordinary there, but when she asked me to fill out my information she handed me a mini laptop instead of a clipboard littered with forms. Already a bit perplexed, I sat down to fill in my information. The click-through set of forms was well designed and easy to use. Apparently developed so that customers could fill out forms before even entering the clinic for an appointment, the interface prompted me to fill in missing information when I left things blank and allowed me to easily navigate between different sections. Thanks to this handy tool, in only a few minutes my information was logged and I was back at the counter chatting about next steps. From there, I signed a few waivers using a digital pen pad as the receptionist read aloud the necessary information. With the news humming on low through a television monitor above my head, I settled into a chair in the sunlit lobby to wait to be called back. Continue Reading»
April 23rd, 2012 | Filed under: Motiv | No Comments »
I came across this cool mind map from the Design Management Institute’s Flickr account of our CEO Jeneanne Rae’s featured talk at the DMI Design/Management Annual 35:
Shaping service through design //Image: DMI
It’s productive doodling, but macro!
February 13th, 2012 | Filed under: Motiv | No Comments »
Love is in the air…or maybe it’s just pizza I’m smelling.
News recently broke that Pizza Hut has released an intriguing new temporary revenue stream: the Pizza Hut Engagement Package, which includes the company’s $10 dinner box (a medium one-topping regular pan pizza, five breadsticks with marinara sauce, and 10 cinnamon sticks with a sweet icing cup).
Photo: Fox News/Pizza Hut
That the pizza conglomerate is offering a Valentine’s Day special is no surprise. After all, what’s more traditional than sharing a romantic dinner with your valentine? But what is
unusual is the engagement package’s $10,010 price tag
, which includes costs for a ruby ring, limo service, flowers, a fireworks show, a photographer, and a videographer. Although some may raise eyebrows over Pizza Hut’s foray into romance, a company spokesperson reports
that Pizza Hut has already received over 800 serious inquiries.
I think Pizza Hut’s over-the-top new pet project was a brilliantly thought-out guerilla marketing tactic. But the marriage of food and engagements (sorry) seems to be, well, a match made in heaven—and an opportunity that has been seized by marketers for years.
Keep reading »
August 29th, 2011 | Filed under: Motiv | No Comments »
I remember it well – some fifteen years ago now – standing in front of the executive team at IDEO, then comprised of mostly male mechanical engineers. I was the only female in the group and I was making a presentation about how I thought IDEO should set its sights on creating services using the same design thinking methods it used to produce its vast array of award winning products.
I was amazed at many of the blank stares I received that day – change how we make our livelihood? Compromise our cherished practice of creating 3D computer models? Make essentially – nothing?
Well, the rest is history, of course. IDEO and so many of others like it have long embraced to the practice of service design. Certainly the shift hasn’t been easy, but it has been fruitful. Continue Reading»