Wednesday, January 23, 2013

Services: Understanding the user experience

Getting into a hotel room, unpacking all your gear and finding the bathroom light doesn't work. Service failure.

Saying "oh right, we know about that would you like to move to another room?" A failure in service recovery.

Because they didn't understand the user experience. Moving once unpacked or shaving in the dark.

Just as well the guy is a lovely man. The halo effect helps.

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