Front and Back Stage Thinking in Service Design

Adaptive Path's Experience Design Director Ryan Freitas published his presentation 'A House Divided: Two Perspectives on Managing the Customer Experience'. "Restaurants experiment with the elements of the dining experience that are hidden from their customers. If it makes sense to move elements of production forward, consider it as a means to build a compelling experience." Also, he refers to an interesting paper by Robert Glushko and Lindsay Tabas. Great stuff!