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Observation guides
Simple ways to observe experiences and dynamics in services
Service Design
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The experience begins before service →
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When the service works without being noticed →
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Experience is built through repetition →
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The experience at the moment of leaving →
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The experience of those who return for a second time →
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Hospitality / Omotenashi
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Omotenashi as quiet choices that create comfort →
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Omotenashi applied to the arrival of a new team member →
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When someone on the team begins to feel they belong →
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Care that does not appear to the customer →
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When the team works well, but no one talks about it →
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When care turns into overload →
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The difference between presence and friendliness →
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Lean Six Sigma
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What repeats without value creates wear →​
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When everything depends on one person →
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The weight of constant improvisation →
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