Introducing the off-stage experience

“Imagine having a friendly chat while waiting in line at the local bakery store or sitting next to someone with a too loud iPod in the public transport. In both situation your service experience is influenced even though you don’t have any direct interaction with the company providing the service. Companies and Service designers alike are missing out on a opportunity to improve the service experience while it’s unfolding right before their eyes.” – (Marc Fonteijn – 31Volts)

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