Process Design

  • Customer experience, service delivery
    By Kirsten Gibbs on February 24, 2020

    Two sides of the same coin

    Customer experience, service delivery
  • Outbound Triage
    By Kirsten Gibbs on February 5, 2020

    Like charity, interruption management starts at home.

    Outbound Triage
  • Triage
    By Kirsten Gibbs on February 5, 2020

    Prioritising on the fly.

    Triage
  • Beware the black box.
    By Kirsten Gibbs on February 3, 2020

    'What' stays more or less constant, never 'how'.

    Beware the black box.
  • Playing with change
    By Kirsten Gibbs on January 30, 2020

    Take the pressure off.

    Playing with change
  • Self-service
    By Kirsten Gibbs on January 27, 2020

    I want to do it myself - until I don't.

    Self-service
  • Civilisation
    By Kirsten Gibbs on January 21, 2020

    Built on streamlining process.

    Civilisation
  • Ups and Downs
    By Kirsten Gibbs on October 7, 2019

    Algedonics - keeping track of the highs and lows.

    Ups and Downs
  • Unscripted
    By Kirsten Gibbs on October 4, 2019

    Consistent doesn't have to mean mechanical.

    Unscripted
  • Consistency
    By Kirsten Gibbs on October 3, 2019

    Rhyme and repetition.

    Consistency
  • Design is for people
    By Kirsten Gibbs on September 25, 2019

    So understanding people is the key.

    Design is for people
  • Good design is as little design as possible
    By Kirsten Gibbs on September 19, 2019

    Its not about you.

    Good design is as little design as possible
  • Taking chances
    By Kirsten Gibbs on September 16, 2019

    Take care of the downside, and the upside will take care of itself.

    Taking chances
  • Infrastructure
    By Kirsten Gibbs on September 13, 2019

    Expensive, but well worth the investment.

    Infrastructure
  • Good design is honest
    By Kirsten Gibbs on September 12, 2019

    Always the best policy.

    Good design is honest
  • Good design makes a product useful.
    By Kirsten Gibbs on September 11, 2019

    You want to use it.

    Good design makes a product useful.
  • Good design is long-lasting
    By Kirsten Gibbs on September 5, 2019

    Fashion is designed to be short-lived.

    Good design is long-lasting
  • Good Design makes a product understandable
    By Kirsten Gibbs on September 2, 2019

    Preventing tiny but all too frequent source of wasted energy and frustration.

    Good Design makes a product understandable
  • Good design is unobtrusive
    By Kirsten Gibbs on August 23, 2019

    Design Principle number 5.

    Good design is unobtrusive
  • Good design is innovative
    By Kirsten Gibbs on August 20, 2019

    Design Principle number 1.

    Good design is innovative