Category

Service design

Silo mentality: where great customer experience goes to die

decrepit machines

Despite working in experience design, I don’t go around looking for opportunities to criticise products or services. Like most people, I just want to get on with what I need to do and accept that occasional lapses in service are bound to happen now and then. Ten minutes in to a recent hotel stay, however, I was already making notes. After taking my name, the receptionist promptly disappeared...

About

In My Experience is the personal blog of Rick Monro, a designer & researcher in Belfast, N. Ireland

@monro on Twitter