Documenting service experiences

Pinterest is a digital only service that manages customer experiences surprisingly well. It may also have to do with the fact that there’s really nothing that can go wrong. If you don’t like a particular pin, just keep scrolling. In terms of revenue, I don’t know if this was part of the initial business model but the fact that it’s considered social media makes it very attractive to businesses. And with algorithmic pins, users can’t accuse them of unsolicited advertising. Behavioral data is a new currency.

Amazon might be considered as a digital only service but the fact that you order, anticipate and receive physical products makes it a digital-physical hybrid. Users approach it with a different need or intention than pinterest but expect the same level of stimulation. Since the interaction involves a monetary transaction, I think the ‘Interact’ section is a lot more detailed and explicit.

Shopping at a grocery store is as physical and mundane as it gets for me. Like with Amazon, I’d only go there when I need something, and not expect to be ‘delighted’. Maybe that’s a good opportunity for in-store service experiences. I was surprised mapping this out because I assumed that the Amazon experience would simulate the the in-store experience but I guess they leveraged technology to create a more satisfying and personal experience. Being able to navigate time and distance to build in a more social experience is also a positive, as compared to a physical store