Design Process: linking services, organisations and space
In a recent post, The Client is Always Right, highlighting the importance of a well run engagement process with clients, we asked: How do you innovate around the physical environment, making it better for customers or learners, when space and the way we use it is so culturally ingrained in an organisation’s behaviour? How do [...]
Need for Speed: What Google Instant Can Tell Us About Service Innovation
Google have hit the headlines again this week with the release of their “Instant” version of the search engine, with searches appearing as you type. Google claims that the feature shaves 2 to 5 seconds off the approximately nine seconds it normally takes for someone to type a query. The emphasis has been on the [...]
5 property centred organisations that need to change in a virtual society
In an increasingly virtual society, a number of organisations or organisational types with large property portfolios or physical presences on our high streets and in our malls are struggling to adapt to the new order. With the news that Blockbuster is preparing for a “pre-planned” bankruptcy in September, Fastcompany have posed the question: How should [...]
Brand, and the Petrol Station Experience
The former CEO of Shell, John Hofmeister, has some interesting insights about the power of negative customer experiences on the brand of Shell and oil companies in general, from a customer centred perspective: Every day, tens of millions of people around the world stop at a retail gasoline station. For many, it is the most [...]
University Living Space: more than residence
A few years ago, something quietly happened that had a fundamental impact on the nature of higher education real estate: the average price of a laptop dipped below that of a desktop, for the first time. Mobility was finally here, and affordable for the masses. Not too long after, things became very cheap, with the [...]
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