Service design The Work Experience

Why Zappos Pays New Employees to Quit

via About 10% of new recruits to call centres take Zappos up on the incentive to leave after completing the intensive induction program.

Service design Side Projects

Considering customer efficiency in experiences

There’s efficiency and there’s experience. Last month I published an article for UX Mag on the subject of customer efficiency. It opens with a story about the Melbourne trams. It’s conductors were replaced by machines in an efficiency drive. However the efficiency of customers and of the service required consideration around tasks beyond ticket purchase. Conductors […]