Gaining Control Over Chaos: Designing the Emergency Service Experience

“Emergencies lead to fascinating service design challenges, for which aligning the service experience between service providers and their customers and strong leadership skills are critical.” I watched the water come into our finished basement during Hurricane Irene. I don’t believe it—not again, I thought, as my husband and I quickly prioritized which of our remaining belongings from the last flood, only 17 months earlier, we wanted to salvage as the water rushed in. Thirty minutes later, t...

February 21, 2012 · Read full article