Jeff Howard writes about how it’s often not sustainable to provide consistently excellent services and that the key might be to design for some random details where you can and do exceed expectations:
“Rather than offering reliably excellent service, what about unpredictability? What if the answer lies in random acts of kindness? The bits of business that add value to a service, but that aren’t part of its core offering. Something we can’t anticipate, something that captures our attention — randomly exceeding our expectations. A foil to the capriciousness of human perception.”
Read on: The Problem with Service Design
Also: Random Acts of Design Kindness
And update: Design for Delight
