STBY » touchpoint

New website Service Design Netwerk Nederland

Geke — Mon, 15 Feb 2010 10:28:36 +0000

We finally managed to sit down together for a day and compile a coherent website for the Dutch Service Design Network. The design had been prepared by EdenSpiekermann for a while already, but we were all too busy on projects to get the content sorted. We are pleased to have made a good start now. The site has links to many other resources on Service Design. This was a joint effort by 31Volts, EdenSpiekermann and STBY, but it is meant to be a shared platform for the wider network. Let us know if you have any further suggestions on news/activities that should be announced here.

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Welcome to Southampton station! (touchpoint of the month – Mar)

Bas Raijmakers — Fri, 20 Mar 2009 22:54:15 +0000

When I entered Southampton station one early Friday evening in March, this is the first thing I saw. The engineering work posters were positioned like a line of soldiers, preventing me to enter any train I had set my mind on. Great touchpoint, very hard to miss!

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“We have to disconnect the line now” (touchpoint of the month – Feb)

Bas Raijmakers — Thu, 12 Feb 2009 17:27:24 +0000

We ordered recently a new router from BT for our London studio. This all arrived on the time promised and was not too hard to install in the end. But things took a stranger turn later, when BT started to check if we had managed well. Some day early February I got a call that went something like this: “Hello, this is BT. We cannot talk to you now unfortunately. We have to disconnect the line now, goodbye.” Yes, you read this well, BT rang me, I did not ring them, to give me this odd message. Why ring someone to tell them you cannot talk to them?

Later I did speak to a person from BT about this. He rang me to check up on the router. He told me message I got is known to BT and occurs because the computer decides when to call customers they need to check up on. However, it happens sometime that the computer calls and then there is no one to take the call in the call centre. At such moments that strange message kicks in. I think BT could work a bit more on the text of that message. It scared me actually, almost sounded like a stalker!

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Sorry… (touchpoint of the month – Jan)

Bas Raijmakers — Fri, 23 Jan 2009 18:25:42 +0000

Regularly we bump into odd, funny, curious, lovely, puzzling, or comforting touchpoints. We share the best of each month with you from now on. First is Rotterdam bus transport.

This dutch bus says: “SORRY, NO SERVICE.” It struck me because for decades it always said simply and bluntly: “GEEN DIENST”. What would have made the bus service in Rotterdam change their message and suddenly become as polite as the British have been for ages? Tempting to think it is service design, but sorry, I don’t know really.

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