How do you design a memorable experience?

Explore what it takes to design services that keep people coming back for more.

Jennifer and Ben from Adaptive Path probe the dynamics of this subject, considering along the way other curious questions, such as: why do people get excited about intangible services in the same way they lust after the latest shiny lump of plastic? (via Experientia)

A rather awkward presentation at times, but some interesting insights.

Their six key steps for successful Service Design:

  1. Responsive
  2. Consistent
  3. Adaptable
  4. Tailored
  5. Efficiency
  6. Rewarding

Watch the video here:

Jennifer Bove and Ben Fullerton | UX Week 2008 | Adaptive Path from Adaptive Path on Vimeo.

They describe Service Design as “an intangible collection of processes”.

“Service Design is not a new discipline. It needs a slightly different way of thinking rather than a new skill set.”

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Jennifer and Ben use my image in the presentation! (15:20)