Category: example

Windows of opportunity

It was a November afternoon. I was leaving Las Vegas after teaching a class on designing services. After a last-minute meeting and lunch I arrive at the airport just in time for my flight. Without bags to check in, I get through the security checkpoint and head straight for gate D54. That’s when I notice […]

The design of options

The business of selling premium options can be tricky. The basic premise is that the buyer of those options is afforded special treatment, mostly having to do with improving the quality of their outcomes and experiences. It works because societies and its members are risk averse, as Daniel Kahneman and Amos Tversky have illustrated with […]