2 Responses

  1. Andrew
    Andrew at |

    Hi Elisabeth,
    I thought your article was well articulated about the operational side of services design. I’ve been looking for something, an article or blog that could help students understand service design better. You description of Sephora’s offering is a great example of the many touchpoints that add up to this energy consuming experience.

    1. Lis Hubert
      Lis Hubert at |

      Thanks Andrew! It’s funny because, like you I was looking for some tangible example to clarify things and then I had this experience. So glad it was useful :-).


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