A draft about the importance of the first interaction and how to switch our thinking about it.
Often the first moments you go through in a service are pretty administrative. Imagine if we do the same for our first dates:
"Hi! Before we can go to the movies, please fill out these forms. Oh, and you need to send them by mail within the next 24 hours, or I'll cancel the date."
It's absurd for the start of a personal relationship. But it's sadly the norm for relationships with our customers.
In the book
The Power of Moments, the author uses the first date analogy. In my own words, I would say it like this:
What if the first time you meet your customer, it is like a first date. Do you treat your customer differently than what you do today?
When you design the first moments of interaction between your brand, product or service and your customer, ask yourself:
How does this look like if it is more like a date? How do I show care and interest in this starting relationship? What's the charming thing to do that other services wouldn't do? What's the annoying thing that others do that I wouldn't do?
A few notes
- I was able to reduce by 11% this new draft compared to the previous one.
- Once adapted even more, this principle will be part of the book "Service Design Principles 201-300"