February 29, 2012

Noteworthy happenings

The famous Metropolitan Opera has announced that they are going to use a dynamic pricing model for tickets based on demand for better seats.

Airlines introducing cuddle class: innovation in the economy class seating.

Hotel's trying to spin off their restaurants, well at least separate them from the hotel restaurant stigma.

The future: using video game technology in you shopping cart.

February 28, 2012

WSJ: Waiting in Line

Here is a WSJ article on the science of waiting in line.  Its from back in December of last year, but I just saw it today and though I'd like to capture it.  I think the visual from the article does a great job describing several issues around the psychology of waiting:

and to go along with my recent foray into finding old Sesame Street Clips that might have something to do with a service concept, here is a video about a frog who is confused about where he stands in line:

February 24, 2012

Sequence Effects: Album listening edition

I was poking round on the Monterey Jazz Festival website the other day and found this video of an interview the artist in residence, Ambrose Akinmusire:

I think artists seem to understand the importance of sequencing and considering the entire package when designing something. In my research I hope to learn from the artists and show that this can be applied to service design. With any luck, I can meet Ambrose and talk with him more about these ideas...

Reading the table

Wall Street Journal reported recently on some strategies about how a waiter might "read" a table, i.e., learn from the mannerisms of the customers about how best to serve them.  I found the interactive picture pretty revealing:


I think this is a good example of how a service process can be very different from a manufacturing process.  In a traditional manufacturing process you have to train a person to do the same thing all day every day:  put the bolt into the hole over and over again on the assembly line.  In a service, the production worker must be able to react to the changes in the process, most notably the differences of customers. Treating all customers the same way may lead to the wrong experience for some customers.  Customers must be treated individually.  

Here's a good sesame street clip that shows what might happen if the wrong message is given to the wrong customer: