Service Design

Artist to Audience Ratio
At one of the local Legong Dance Performances in Ubud, Bali, 15 percussionists and 10 dancers entertained a crowd of 10 people.…
Kite Surfing = Death
“Country” is an Indonesian outdoor adventure company who’s graphic language is unfortunately too similar to the classic Marlboro advertisements for cigarettes. I can’t imagine the graphic designer or the business…
Value Matrix
After 6 months on the road in Asia, I started to plot the balance between services and value. I sketched this matrix of “luxury” vs. “cheap chic” attributes and amenities…
Diamonds, Fur, Caviar … and Kopi Luwak
From Wikipedia: Kopi luwak, or civet coffee, is coffee made from the beans of coffee berries which have been eaten by the Asian Palm Civet and other related civets, then…
Armed for Lunch
In Bundi, Rajasthan, the macaques are so aggressive that restaurant owners near the abandoned palace give guests rifles (not loaded) to keep them at a safe distance.…
Travel Research Sketch
Sketch of a travel research workflow for planning a trip to the Greek islands.…
Maslow Remix
From Wikipedia » Maslow’s hierarchy is one of the first theories used as a basis for understanding consumers’ motives for action. Marketers have historically looked towards consumers’ needs to define…
The Off Season
In the off season,  it’s easier to wander, spend time with locals, and find values at choice accommodations.  Conversely, traveler services (especially transportation) may be less convenient, information rich ex-pats…
Plant Scratch
Outdoor public spaces need to provide humans with a better experience for leaving their mark.  (National Botanical Garden, Kandy, Sri Lanka)…
Islands
I’ve spent quite a bit of time on islands during the past year — Serifos, Syros, Naxos, Samos, Patmos, Santorini (Greece); Koh Lanta, Surin Islands (Thailand); Phu Quoc (Vietnam); Japan;…
Best of Southeast Asian Hustles
One of our favorite books on the road has been Robert Cialdini’s “The Psychology of Persuasion.”  Cialdini breaks down how and why people fall for six fundamental sales tactics that…
Crabmeat in Cambodia
Local fishermen pull in a net of the local catch in Kep, Cambodia – crabs, shrimp, snapper.  Street value is approximately $10 USD.  In the distance a guest of Knai…