Have been donating blood since the late nineties in multiple countries. This past week, it was my first time doing so in the country I have been living in for the past 8 years. It was about time.
Sometimes, and just sometimes, one encounters a service design as if taken out of a book. Everything looks so flawless and easy to breeze through, sit back and get things done in a jiffy.
I don’t know about you, but I seldom stumble upon a service which is empathic, guiding and responsive. In fact, I kind of believe that the bigger amount of businesses focus on a particular step of the service process and not really considering its entirety.
Service Design has been a field I wanted to dig in for a while. And the geek that I am, I was looking to a book to start… Well, apart from all the blog posts I read here and there. The book that Polaine, Løvlie and Reason wrote, indeed is a practical guide on how to start and march through this complex task of creating pleasant service design. In addition to the actionable advices there are many examples that put notions into perspective and create shared reference in the reader’s mind. And this certainly helps the newbie to start pondering on the topic.
This book is making constant references to the complexity of service interaction and the various touch points on different platforms/places. In the interconnected times we live in, it only makes sense to address design in a much more pervasive way than we used to a few years ago. Just going through the case studies presented in Service Design, one can get a few ideas on how to make the organization’s service offering better.
To sum up, I had a shout out on Twitter @timbuk2, was transferred to email to deal with privacy sensitive information and none of my time was wasted by unnecessary questions. Throughout the communication I was being treated with genuine care, understanding, addressed by a first name in an informal, but yet polite tone and everything was kept short and to the point. My user experience was just great.
For an online only bank, such as Comdirect is, one would expect to get things done faster. In addition the user experience and the interaction design are expected to be close to what you get online with any other bank. And yet, I got nothing of that in my attempts to get a bank account in Comdirect.