Filtered dossier

service design

  • 2 / 2
  • No visual on file
    Paradox & Proof Entry #0162

    The reason a queue can move faster with fewer servers

    Adding a server lets customers choose a line. Choosing a line means choosing wrong, and the time spent switching exceeds the time saved by the extra server.

    Adept
    The hidden part #0162

    Three queues offer choice. One queue offers coordination. The coordination saves the time the choice was wasting.

    Open file
  • No visual on file
    Brand Language Entry #0476

    Why a company teaches you a word for yourself

    Guests, members, partners, crew: firms issue a noun for the person on the other side of the counter, and the noun quietly assigns a role.

    Novice
    The hidden part #0476

    A name for the customer is a script for the customer. Accepting the noun means accepting the part.

    Open file