The Retail Experience DNA
Flywheel have recently created a new ebook for some of our retail clients, explaining how to design the in-store experience around customer insights. Click to read full screen or download the PDF.
Could smartphones enable “Black Box” Ethnography?
Popular Mechanics recently published their harrowing account of the cockpit events of Air France 447, which mysteriously disappeared mid Atlantic in June 2009. When the black box was recovered, the real story of the events during a critical 25 minutes emerged that highlighted the real reasons the flight crashed. Crucially, it can be seen that [...]
Why Print Shops Need to Be Like Pit Stops
Consider, if you will, the Formula 1 pit stop. The pit stop is designed to support the Formula 1 driver in the most efficient way possible. The goal is to deal with whatever needs the driver has, at potentially very short notice, and get them out on the road again in the shortest amount of [...]
The Too Fast Burger
One of our close associates, Kevin Bacon, recently told us an interesting story regarding his use of consultants when running The Restaurant Group, and how having an external viewpoint – especially when things are going well – can save a business. In the first four years running Frankie & Bennys, now a leading UK restaurant [...]
The Greatest Service Innovation No-One Uses
Jane is a mother on a mission: to buy all the food she needs to feed her little family over the next week. That little family, consisting of her two year old toddler, Layla, and her four year old brother, Robert, have come with her to the supermarket. Layla is excited at the sight of [...]
User Experience within the Customer Journey
Yesterday, I had an interesting day, where I got to see a number of small – but critical – parts of various peoples’ customer journeys that overlapped with mine. What was interesting was that each of the parts of the journey that caused stress and anxiety were parts that, when designing a journey from scratch, [...]
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