If we are looking to improve an existing service, our blueprint has given us a pretty good overview of the component parts of the service and how these are experienced over time. If we are developing something entirely new, we may have less detail but some idea of people’s needs and what some of the key touchpoints might be. Before going further into the details and committing significant resources to the project, we need to develop the service proposition. Read More
A year has passed since COVID-19 turned our personal and professional lives upside down. There are almost infinite ways in which to reflect on this milestone: how different countries handled the spread of the virus, how families coped with remote learning, how many memorable moments we missed because we didn’t travel or attend graduations or weddings, and how many memories we created simply by staying at home. But one way to reflect on this past year is how companies and employees have changed their expectations for where and how people work.
Very suddenly in March 2020, COVID-19 forced most employees to work remotely—at least at companies whose operations allowed it. Companies had to figure out quickly how to enable employees to work from home—especially organizations who had not previously established a remote-working policy. Different employees likely had very disparate reactions to working from home, depending on whether they had previously been accustomed to it, had elders or children who required care or home schooling, and so on. Most companies likely assumed that this was temporary—only to realize by late spring that it wasn’t. As the initial, triage phase of remote working plateaued and operations within companies stabilized, many companies realized that they should use this situation as an opportunity to rethink the future of work for all their employees. Read More
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, the water stopped rising at four feet—a foot higher than the last time. My husband cautiously turned off the circuit breakers and determined whether the water had reached the gas line. I was seven months pregnant, so could help only by asking our less-affected neighbors for some assistance. The following weeks were all too familiar: filing a claim with our insurance, calling remediation experts to dry out the basement, calling plumbers for quotes to replace the hot water heater and boiler, calling electricians to replace outlets—the list went on and on. Throughout this entire experience, all we wanted was to get our house and lives back to normal. Read More