Service Design h2h

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by: Sebastian Campion

Most of today’s services – from public to the private sector – are designed to exclude human-to-human (h2h) interaction in order to make things more efficient and keep costs down to a minimum.

One of the consequences of this ongoing self-service trend is that the human interface has become a luxury feature.

So today, if you want to create a luxurious service concept, all you need to do is to look back +20 years and see how they did it back then.

Apparently, that is what Q8 in Belgium recently did. In a PR campaign at a gas-station they simply introduced dressed-up, pump-operating attendants just like in the old days where full-service was the norm.

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