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I’ll give my one problem with this book first and then talk about why I think it’s a useful text for retailers in particular. That problem is one of definition; the authors believe that service design is a recent 21st Century idea, which is simply ridiculous. Retailers and service organisations have been acutely aware of the interactions between people, product, service, place and customers since the very earliest https://www.wikipedia.org/ days. The Piggly Wiggly’s US patent for self-service retail is an end-to-end service design document and that goes back to 1917. Ben has provided strategic guidance and project delivery management on a range of high-pro le projects for organizations such as the NHS, BBC, UK Home Office, Johnson & Johnson, and Transport for London. In 2009 he was voted one of the top 20 most influential designers in IKON magazine.
During some down time on a remote island in the South … Read More
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