Service Design Drinks Mexico – February 2018

Blog article

I had a blast at the first Service Design drinks Mexico ( Here, I talked about omni-channel and connected experiences and how they can be constructed. The ambience and organization was great, so if you’re around definitely check out the next edition, with Angelica Flechas from Háptica. The slides I presented can be found in […]

February 20, 2018

Google’s micro-moments and how to make use of them

Blog article

Micro-moments. A term first coined by Google, which expresses 4 ‘game changing moments that really matter’. They are: For Google and other organizations, these 4 moments are key in the shopping journey. Understanding them and anticipating them, will result in better mobile conversions (up to 29% more) and overall more brand engagement (being ‘more relevant’ for your […]

February 17, 2018

Be consistent in your experience, but stay true to your brand

Blog article

A US Verizon user got 53 hardcopy mails from Verizon, thanking him for choosing eco-friendly, paperless e-billing (!). Not only is this super, super ironic, it’s also very inconsistent from a customer journey-design perspective. Let’s talk a bit about consistency in designing experiences. McKinsey had a very good article back in 2014, about the notion […]

November 28, 2017

Emoticons: Which one is the American and which the Japanese?

Blog article

I’ve written in one of my earlier articles on smart cities, that technology should always be used as an enabling, facilitating asset to realize a desired customer journey or experience. As new exponential technologies arise yearly (just take a look at the Gartner hypecycle), it becomes increasingly important to decide which technologies to use, and […]

November 19, 2017