eri on the interweb

Icon

Thoughts on the internet, design and user experience.

Jan 20, 2010 0

Up in the Air: A Film for Experience Architects

* Warning: this film review contains spoilers *

Ryan Bingham (played by George Clooney) is in the business of firing people. He travels the US first class, arrives at his destination to do what his clients are too scared to do themselves.

I couldn’t help but think of work as I watched this film. Not because people are being fired! But because the film is a great illustration of service design, and the pitfalls of an imperfect software implementation.

The opening of the film follows Ryan as he fast tracks airport check in with his first class frequent flyer VIP credentials. He receives personalised greetings and preferential treatment at every turn. Any interaction with the airport, airline, rental car service, hotel, is geared toward his status. Ryan is aware of the service he’s getting, he’s earned it,  it’s “the perfect experience”.

Read the full post (289 words, estimated 1:09 mins reading time)

Comments

  • np5bqt gdhschsysfkh — xpsnig
  • Mashable reports that the moderation load was too big to bear for… — Erietta Sapounakis
  • oh you are most welcome for the write up. And link changed… — Erietta Sapounakis
  • Thanks to @erietta for our write-up 'Curated event list for your convenience'… — The Fetch (@thefetch)
  • Thanks so much for the write-up – I've only just seen it… — Kate Kendall

Tweets