Category: thoughts

Systems engineering and service design

Availability as experienced by users, is the tip of the ice cube. The way some services fail, the incident is changing even as you’re trying to resolve it. The underlying problems are “open, complex, dynamic and networked” (Dorst, K). It is why we need systems engineering for service design.   Traditional RCA methods don’t account […]

Why – II

Why do services even exist? Because people own things. Some things they own, some others they don’t. Some people own things other people won’t. Thus the economy of sharing and caring, From the melodramatic pairing, of Supply and demand. Need to have and need to be, Makes things have affinity and attraction, Towards things that […]

Public transit for packages

  Every now and then I’m confronted with a choice. Should I order something on Amazon.com or drive 20 minutes to a local store and purchase the item there. I’ve been a card-carrying member of Amazon Prime since the year it was launched. Most items are delivered to me “free of charge” (i.e. no additional […]

Timeframe, timeline, and tempo

A contract can be executed within minutes, or over days, months and years. It depends on the type of service and often on the level of commitment involved. Some service contracts are worth hundreds of millions of dollars, stretching over many years. Many contracts are customized, negotiated and specified between two or parties, as is […]

Empathizing with agents

Indeed, many services are poorly designed because, in their eagerness or anxiety to reduce costs, the service provider pushes some of that effort and pain to the customer and user who are often unaware of this shift in burden and are often unwilling or unprepared to take it on. That’s why many services require the […]

This is like that

In their book, The Knowledge Creating Company, Ikujiro Nonaka, and Hirotaka Takeuchi give a really good example of the power of analogy. It’s about how a product team at Canon achieved a breakthrough in the design of the Mini-Copier by figuring out how to make the copier drum inexpensive enough to be disposable. Doing that […]

Compensation

In services, things are for the welfare and well-being of other things. Through performances and affordances they they fix shortcomings and shortfalls, leading to the the enhancement and enrichment of those paying for the service. However, things have a finite capacity. During performances and affordances, they spend their superpowers and surpluses. The electricity charging the […]