​​​​Why observe​

A good experience can happen once.

​

The experience does not begin at the point of contact, nor does it end when it does. It takes shape in what was prepared and in what is sustained over time.

​

Light, sound, clarity, organization, and small details affect those who arrive, those who stay, and those who work.

​

The environment serves silently, all the time.

​​

​

✧✧✧✧✧

 

​​​​​

The look

​

- What the customer notices without anyone saying anything

- How the environment guides staying over time

- Where the environment starts to require effort

​​

​​

✧✧✧✧✧

 

​​​​

In everyday work​

The music is slightly too loud.

​

Leaves have been accumulating on the sidewalk since early.

​

The table is clean, but objects are out of place.

​

Information on Instagram is unclear.

​

None of this generates direct complaints. But the customer feels it.

​

The environment begins to demand effort, even when everything seems to be working.

​

​

✧✧✧✧✧

 

​​​​

What to observe

​​

✧ Does the space signal care or neglect?

​

✧ Can the customer stay without effort?

​

✧ Where do small frictions appear throughout the experience?

​

​

✧✧✧✧✧

​​

​

A question to keep with you​

What, in this space, requires continuous effort for the experience to hold?

​

 

 

​​​​​​​

✧✧✧✧✧

 

​

Observation lens​

Service Design​
 

✧✧✧✧✧

← Back to Observation guides

​​​​​

​

​

← Back to lab

​​​​​​​​​​​​