Appropriate Service Environments (08-12-09)

People are just not very happy to be using certain sorts of services – who likes to get their car fixed? In environments where unpleasant things can be expected to happen, designers should help service providers reduce the uncertainty of the person served, by supplying tools to disseminate information about the service as well as the effectiveness/skill of the service/provider, all in a confidence-inspiring ambient environment. This reduction of uncertainty can be contrasted with a…