Following on from Sarah’s hotel experience in ‘Don’t over promise, do over deliver’, I spotted Graham Button’s guest post for Fast Company about his designed experiences. After being let down by a different design led hotel he said goodbye – “They blew it, by paying the stylist more than the staff. All form, no function. Bad design.”
Are our designed experiences letting us down? Have you designed your customer service delivery with the same care and attention as your product? Are you designing for profit? Let us know what you think.