Desire Paths, Service Design and Branding when traveling from Denmark to Norway

I recently traveled from Denmark to Norway. Here are three great examples of desire paths, service design and branding that I saw while doing the traveling part of the trip. DSB is the biggest Danish railway provider. They have a very easy to use phone app that let’s you purchase tickets, use your phone as […]

One Small Way Government Communication Would Be Different From a Service Design Perspective

We all know those, often long and confusing, letters we get in the mail from a government agency. Now put yourself in the shoes of someone in a foreign country who lacks proficiency in the county’s main language because they are new. Those letters just got a whole lot worse. Navigating a government system in […]

How Should a CEO Respond to Emails

This is about, one of my favorite things: touchpoints. Every interaction someone has with your product/service is a touchpoint. It is an opportunity to communicate value, build loyalty and grow brand. Recently I moved to Denmark for a few months. Being my first move to a new country, not everything goes smoothly. I did not […]

Yogi Tea: Branding and Service Design

Yogi Tea is a popular tea brand found at places like Trader Joe’s, Whole Foods and more. They have great tea blends/flavors and there is nothing particularly special about the product – it is organic but it is not the only one. So how does Yogi Tea differentiate itself? It’s at the intersection of branding […]

Service Design and the Genius of USPS Flat Rate Shipping

I’ve never had much experience with shipping until I sold my old laptop on eBay. Coming into the situation, I didn’t think twice about shipping. I was soon to realize how frustrating and complex shipping can be for the average person. But in the midst of it all, I found a stroke of genius. I’d […]