12 Posts by
Aimee Windsor Brown

Bunnyfoot to host event for Service Design Fringe Festival

September 7, 2017
Posted by in Talks and presentations
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We’re excited to announce that we will be hosting a workshop and networking drinks during the Service Design Fringe Festival this year!


Expectations Modelling

In a previous post, I explained that one of the keys to providing a quality service is ensuring that customer expectations are met. I also explained that in order to meet expectations, an accurate understanding of what they are, based on research, is vital.


The best UX of 2016

July 7, 2017
Posted by in News/ Announcements
Tags: ,

As UXUK Awards 2017 is now open for entries, we thought it could be a great time to look back at last year’s winners and finalists. There was an outstanding array of excellent entries last year, so what does it take to become a UXUK winner? Let’s take a look…


How to name your service

When approaching a problem or something you need to do, you start with a goal in mind, rather than the service you need to access or the tool you need to do the job. As Theodore Levitt (an economist and professor at Harvard Business School) said:

People don’t want to buy a quarter-inch drill; they want a quarter-inch hole!


More than buzzwords: Co-creation and collaboration

Words like ‘co-creation’ and ‘collaboration’ are often bandied about, but are they more than simply buzzwords? Well in fact, if they are implemented in the right way, they are not just a nice idea, but key to designing services. Here are 5 reasons why:


Conference round up: Service Design in Government

Last month, I attended the Service Design in Government conference in the Southbank.


Why you should design and audit services holistically

February 17, 2017
Posted by in Brain bites: 2 min insights
Tags:

In both theatre and service design, everything that is happening off-stage has an impact on what is happening on-stage and on the customer’s overall experience. It is therefore key to design and audit services holistically to understand how everything works together and identify the issues and opportunities.


Service Design for Changing Needs

We’re all familiar with Maslow’s hierarchy of needs, but have you ever considered the breadth of different human needs within each of these categories? User needs can be vast and unexpected!


5 tips for creating positive, share-worthy service experiences

January 19, 2017
Posted by in Brain bites: 2 min insights
Tags:

In a recent study, we found that people are just as likely to share a positive experience (48%) with your service as a negative one (51%) when looking across all channels.

So it’s clear that providing a positive service experience encourages people to share it, whether that’s in conversation with family/friends/colleagues on social media channels (i.e. Facebook, Twitter) or writing a review or email.


Aimée’s Service Design Conference adventure

Last Thursday (30th June), I joined many others from the service design industry at the RIBA’s grand building on Portland Place, for the Service Design Network’s UK Conference. The day was full of excellent and inspiring talks; here I pull out a few of my highlights.

“Good services are verbs, bad services are nouns” – Louise Downe, GDS


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