The Continuum service design team ended our year with a series of short Service Safaris where we set out in small teams, pith helmets in hand, to immerse ourselves as customers in a range of what we perceived to be interesting service businesses. Apart from treating ourselves at the end of the year, the Safaris were intended to inspire by exposing us in a personal way to the qualities of great services.
Our teams investigated a diverse range of services including an innovative new barbershop concept, a tarot reading, a restaurant reservation service, a digitally enhanced private taxi service, and a sneaker customization service. I was part of a four-person team that indulged in the latest of barbershop care. It was a tough assignment but the four of us were up to the challenge of straight-razor shaves, massaging shampoos, layered and buzz cuts, hot face towels, and shoulder massages.