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