I am unnervingly particular about the length of my hair and have to get a crop every 2 months. I am in constant search for a good salon and this time my colleagues suggested ‘Enrich’ – a salon from Mumbai that now has a branch in Aundh. So after taking an appointment I walked into the salon at 7pm after work.

I was asked to sit, offered a cup of coffee and then introduced to the hair dresser who would take charge. He then gave me an ipad on which I could browse hair styles, based on which we froze on one. He began cutting my hair and we were chatting about his professional journey, the weather, shampoos, conditioners, the city etc. Before cutting any strand he would ask me if I was comfortable with the length of my hair and then proceed accordingly after my consent. Initially I found this annoying, but then I realised that he was only doing this to give me that perfect look and meet my expectations. This went on for 35 minutes – and losing my hair turned out to be a memorable experience for me.

To get my feeling clarified; whether I was the only one who was constantly asked for consent before proceeding with a haircut because my hair-dresser was unsure, I discussed my experience with my colleagues. They had similar experience and they mentioned about how it made them feel as if they were in command and in control of getting a new look, a transformation, which made it a great experience!

Great user/consumer experiences inspire me and they are a learning to apply these simple principles in other disciplines of services, systems and business.


About Neha Thakurdesai

Neha Thakurdesai, heads INDI Research, leading a team of designers who are passionate about ‘designing experiences’. INDI Research helps clients and colleagues think about the connections between people, brands, products and services. Neha has worked as a Design Researcher with BBC, PDD, Matt&John (London), Tata Elxsi (Bangalore) for multi-national clientele like Unilever, Reckitt Benkiser and Pepsico. Neha holds a masters degree in Design Ethnography from the University of Dundee, Scotland and a masters degree in Communication Management from the Pune University.

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