Andy Polaine
Services need to manage reverse ID better
Having finally relocated to a permanent address in Sydney and re-docking with government and utilities, I’ve been experiencing the whole gamut of customer …
Touchpoint Observatory
Touchpoint Observatory: Touch Elevator Buttons
I think I could write a whole series on lift buttons - I regularly see people struggle with this most rudimentary of interfaces. These buttons are from a smart …
Touchpoint Observatory: ICE restaurant car
Breakfast on the German ICE train While there are a few things not to like about German trains - officious staff, annoyingly slow ticket machines - it’s …
Touchpoint Observatory: SIM Card Vending Machine
In Germany, mobile phone contracts are 24 months by default, not just for an iPhone. Additionally, there is a culture here whereby contracts are automatically …
Touchpoint Observatory: Velobox
My home town of Offenburg has a whole load of Veloboxes at the station (at both entrances on both sides of the tracks). On one side they even have a Velobox …
Touchpoint Observatory: Armed Ticket Collectors
These people - five in total - were ticket inspectors on an early afternoon bus in Luzern, Switzerland, very much a tourist destination. So why are they …