Customer-induced activity vs customer-independent
Customer participation is one of the crucial factors in the service processes. Today various services produce customization through customer involvement in the service creation. The service provider facilitates co-creation by involving customers at multiple touchpoints of service creation and delivery. …
Challenging the digital-panacea belief
Challenging the digital-panacea belief
I have a background in User Experience Design, and I came across service design while I was going through the rigmarole of corporate world. My previous experience of work had a user-centric approach to design and problem solving, but solutions were always digital in nature, irrespective of the nature of…
This was the intriguing experience of capturing story, emotion and imaginary in an abstract form through words. A set of one liner concise sentences generally expressing a deeper meaning i.e …
