Optimus Prime and Design Experience

Much like how every part of Optimus Prime’s robot body is engineered for the sole purpose of destroying his mortal enemies, the Decepticons; service has to start focusing on engineering meaningful experiences for the customer. Bill Buxton, principal researcher at Microsoft Research, once wrote an article about the emerging discipline [...]

By |2022-01-02T14:19:04+08:0016 February 2021|Business, Service|0 Comments

Experience engineering for happier customers

It’s 8:30 am. You reach the office and turn on the computer. To your horror, the machine refuses to start. You take a deep breath, recollect yourself, and put in a call to your company’s IT Helpdesk. When the line finally connects, an agent tells you in a businesslike voice: [...]

By |2022-01-02T09:19:42+08:002 February 2021|Service|0 Comments
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