Design Thinking
Human Centred Service Design, Service Design

A Powerful Approach to Transform Citizen Experience & Solve Social Problems

 “We must design for the way people behave, not for how we would wish them to behave.” Donald A. Norman, Living with Complexity Many young educated Indians are joining the social enterprise either as an employee or as an entrepreneur. There are several NGOs, Foundations, and CSR Fund working in the social sector. Josh to solve the social… Continue reading A Powerful Approach to Transform Citizen Experience & Solve Social Problems

Human Centered
Content Marketing, Customer Engagement, Human Centred Service Design, Service Design

Human Centered – Need for Every Marketer in Down Turn

Yes, two disciplines look distinctly unrelated, but yet Service Design principles can add value to what Content Marketers do.  To consider content marketing only as initiatives to satisfy Google algorithm is a very limited view of this powerful means of marketing. IDEO, the world leader in the Service Design space believes; “Empathy is the capacity… Continue reading Human Centered – Need for Every Marketer in Down Turn

Buyers' Journey
Content Marketing, Customer Engagement, Human Centred Service Design, Service Design

Why is Your Influence on the Buyers’ Journey Matters?

When we go to a hill station, just before we enter the hill station, we start to the signboards of the hotels. The hotels know the journey their potential customers take to reach them. Knowing the journey make them act to influence the buyer’s decision. But this is just signboards. Imagine, if the hotel had… Continue reading Why is Your Influence on the Buyers’ Journey Matters?

Empathy in Business
Content Marketing, Customer Experience, Service Design

This is the Driver of Future Competitive Advantage

A receptionist at the Mahindra Holidays resort in Coorg received a call from a member who was stuck in traffic on way to the resort. The member was worried that he would not be able to check-in before the resort’s restaurant ended its lunch service. He did not want his children to go hungry. So… Continue reading This is the Driver of Future Competitive Advantage

Content for Human Resource
Customer Experience, Human Centred Service Design, Service Design

Are You Ready for the New Seller Beware World?

We live in dangerous times. Mind boggling target centric companies are taking investors for a ride. I am not talking about any chit fund or MLM or other out and out cheating companies. I am sharing my experience with a leading Life Insurance company in the country. Two incidences took place during the last 30… Continue reading Are You Ready for the New Seller Beware World?

Effortless Experience
Content Marketing, Service Design

It Takes Efforts to Create Effortless Experiences

"Bad design is smoke, while good design is a mirror." Juan Carlos Fernandes Service Design as a principle plays a key role in designing a service. Services not designed keeping in mind the human-centered service design principles are going to create irritating and frustrating experiences for the users of the service. The irony is this… Continue reading It Takes Efforts to Create Effortless Experiences

Content Marketing, Customer Experience, Human Centred Service Design, Service Design

How Can Smaller Companies Win In The Digital World?

Nawazuddin Siddique’s movies can perform better than SRK’s movies. - Better Content In 10 years Davids tea becomes a talk of the town tea retailer brand in the USA with 240 stores. - Better Customer Experience Indian Passport authority can outperform private sector utility companies in citizen centricity. - Better Service Design Mirakle Courier company… Continue reading How Can Smaller Companies Win In The Digital World?