How small stakeholders can add great value through self-initiatives.

SWAREENA JOSHI
Jun 6, 2022
On the Indian railway travel from Goa to my hometown, we are treated to dense lush forests and postcard-worthy views of Western Ghats. This rail route passes one of India’s tallest waterfalls ‘Dudhsagar waterfall’ whose secrets can only be explored by trek or by the rail route.

It is more mesmerizing as the train crosses the forest and the waterfall during the golden hour before sunset. It goes uphill and this slows the train significantly. But you are rewarded with a picturesque view of the valley with the sun melting over the horizon and its rays glistening over the Dudhsagar waterfalls.

Those who are familiar with the route eagerly wait to get a glimpse of the waterfall. But for the newcomers to this journey are not aware of these visual treasures.

And this is where I want to give credit to the humble tea vendors as they not only sell tea during the journey they trumpet with pride

‘chai le lo, Chai garma garam masala chai. Dudhasagar waterfall dekho, right me aa raha he’. 

In English it means-

‘ Take hot masala tea. Look at your right. Dudhsagar waterfalls is coming’.

Here is something that we didn’t pay for, small stakeholders with self-initiative that can give so much value to your experience.

1 comment

Daniele Catalanotto
Jun 7, 2022
Thanks for sharing this service experience!

Really lovely how the sellers improve the overall journey by sharing this additional information. 

From your text is see two service design principles that could be explored:

  1. Tell me what’s exciting out there: many people don’t know that there is something interesting to look at at a specific moment of the journey as they aren’t locals. So it makes sense to share this local tips with the new comers. 
  2. Even the smallest stakeholder can improve the service: (not yet sure of the title) but here the idea would be to motivate every stakeholder especially the forgotten or hidden one to improve the overall experience. 

What’s the direction you are most interested to explore first ?