​​​​Why observe​

When the customer leaves, the service has already ended.

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But the experience has not.

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For a few moments, the customer is still in the space.

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It is in this interval that certain things become visible.

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The look

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- Whether someone notices the customer leaving

- How the path to the exit presents itself

- What happens after payment

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In everyday work​

The customer heads toward the exit.

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They may be noticed or not.
There may be a goodbye, or silence.

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The final contact happens. Or it does not.

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This moment lasts only a few seconds.
But it defines how the experience ends.

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What to observe

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✧ Is the customer’s departure noticed?

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✧ Is there any gesture of farewell?​

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✧ Does the service end with clarity?

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A question to keep with you​

How does the experience end for someone who is leaving?

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Observation lens​

Service Design​
 

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